--- title: The Gen Z Stare Isn't the Problem—Disconnected Training Is description: Discover how RCS Hospitality Group is transforming hospitality training to meet modern workforce needs with personalized, effective programs for every level of service and leadership. image: https://blog.consultingrcs.com/hubfs/Creative%20team%20putting%20their%20hands%20together%20in%20circle.jpeg --- [![RCS Hospitality Group](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/RCS%20Hospitality%20Group%20hdr.png)](https://www.consultingrcs.com/) [![Instagram](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/5dccb18e137dcb53772466c3_instagram-gray.svg)](https://www.instagram.com/consultingrcs/) [![Facebook](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/5dccb1655095d0523be366cd_fb-gray.svg)](https://www.facebook.com/reidconsultingservices/) [![Linkedin](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/5dccb158137dcb1e2b2465ff_linkedin-gray.svg)](https://www.linkedin.com/company/reid-consulting-services-inc./) [Contact Us ](https://www.consultingrcs.com/contact) # The Gen Z Stare Isn't the Problem—Disconnected Training Is July 25, 2025   ![Creative team putting their hands together in circle](https://blog.consultingrcs.com/hs-fs/hubfs/Creative%20team%20putting%20their%20hands%20together%20in%20circle.jpeg?width=600&height=400&name=Creative%20team%20putting%20their%20hands%20together%20in%20circle.jpeg) Recently, *Fortune* ran an article [The 'Gen Z stare' is more than a TikTok trend — it's a real problem in the workplace and the job market | Fortune](https://fortune.com/2025/07/14/what-is-gen-z-stare-customer-service-unemployment-ai/) about the so-called “Gen Z stare”: that blank look given by members of the younger generation when asked a question in social situations or more importantly in customer service scenarios.  If you’ve spent any time in hospitality lately, you’ve likely seen it: the disengaged employee behind the counter. But we're not convinced this is only a Gen Z problem. We regularly see these awkward moments in service when people aren’t trained, supported, or connected to the purpose behind their work. This latest TikTok trend got us thinking: What are we doing to counter this? Yes, we train hospitality skills, but the generational debate of the "Gen Z stare" has given us an opportunity for a "gut check." What can we do to ensure our training helps people across generations and departments *feel* the importance of their role? At [RCS Hospitality Group](https://blog.consultingrcs.com/blog/ConsultingRCS.com), we’ve been evolving our training programs to meet today’s workforce where they are. We understand clubs are balancing high expectations, staff turnover, economic pressure, and multigenerational, multicultural teams. One-size-fits-all training just doesn’t work anymore. If you haven't been keeping up with what's new with us, here’s what we’ve been focused on: **Hospitality that’s high-touch, not high-scripted** Service should feel real. Our programs help teams connect authentically with members, guests, and each other. We’re emphasizing personalization, proactivity, and subtle details that make a lasting impression. **Leadership at every level** From first-time supervisors to department heads, we’re offering practical tools to lead better conversations, manage multigenerational teams, and coach through conflict. Leadership is a skill we help develop over time. Leadership doesn't automatically come with a job title. **Training that sticks, especially during turnover** Our hybrid model combines onsite training with [RCSU](https://www.rcsuniversity.com/), our virtual training platform, with over 50 hours of hospitality-specific education. We also do live virtual coaching via Zoom. Monthly updates, department-focused lessons, and certifications like our [Hospitality Management Certificate (HMC)](https://www.rcsuniversity.com/courses/hospitality-manager-certification-copy) and [The Club Management Certificate Program (CMCP)](https://www.rcsuniversity.com/courses/club-management-certificate-program) help clubs stay consistent, even when the team changes. **Tools for teams to thrive** We’ve added Working Genius® team evaluation and coaching to help leaders understand their team dynamics, boost accountability, and identify where frustration is holding people back. Just contact [Christy Benitez ](mailto:christy@consultingrcs.com)to learn more about it. We've also added a bartending training (onsite and virtually) and a culinary boot camp to round out our service offerings. Our own [Chef Mary Howley ](https://www.consultingrcs.com/about)is happy to talk about your culinary needs. **A team built for today’s clubs** While the faces delivering our training may have changed, the foundation of our training hasn’t. Our programs were built long before hospitality training became a trend, designed by [RCS President Whitney Reid Pennell, 2018 Gary Player Educator of the Year](https://blog.consultingrcs.com/hubfs/WRP%20Educator%20of%20the%20Year%20Profile%202018.pdf), notable club influencer, and a pioneer in private club training. Whitney continues to develop and oversee every program, ensuring consistency, relevance, and results. There’s a reason our programs are trademarked—they’re *original*, proven, and unmatched in the club world. Our current training team brings that same commitment and excellence, along with deep club experience and a passion for helping teams succeed. They’re already earning high marks from clubs around the country. **Booking Now Through 2026** We’re currently booking training dates through late 2025 and into 2026. Whether you’re planning seasonal prep, a leadership retreat, or a full-service reset, we’d love to show you what’s new. RCS has been named Staff Training Company of the Year eight consecutive times by [BoardRoom Magazine.](https://www.boardroommagazine.com/) If it’s been a while since you’ve worked with us or if you haven't met our [new training team](https://www.rcsuniversity.com/trainers), consider this your personal invitation to reconnect. We’re here to help you train with purpose and lead with confidence. ***About the Author:![whitney-05774](https://blog.consultingrcs.com/hs-fs/hubfs/whitney-05774.jpg?width=150&height=184&name=whitney-05774.jpg) ***[Whitney Reid Pennell](https://www.consultingrcs.com/about), president of [RCS Hospitality Group](http://consultingrcs.com/), is a celebrated management consultant, educator, and speaker. RCS specializes in strategic planning, operations consulting, food and beverage management, executive recruitment, and training programs. RCS has been recognized fourteen times with [BoardRoom Magazine’s](https://www.boardroommagazine.com/) Excellence in Achievement Awards, including staff training seven times. RCS continues to offer innovative solutions through [RCSUniversity.com](http://rcsuniversity.com/?__hstc=48843769.924108bd4c129e816f2ebf36c95ccf27.1749753571209.1753120445717.1753125892278.40&__hssc=48843769.3.1753125892278&__hsfp=3923671493), an online virtual training portal for employees and managers. *** ***       Connect. Let's connect and discuss how we can collaborate to achieve your goals, plan for the future, and ensure bottom-line success. [Get Started ](https://www.consultingrcs.com/contact) # Services [Strategic Planning](https://www.consultingrcs.com/services/strategic-planning) [Staff Training & Development](https://www.consultingrcs.com/services/staff-training-development) [Food & Beverage Management](https://www.consultingrcs.com/services/food-beverage-management) [Executive Search](https://www.consultingrcs.com/services/executive-search) [Management Position Job Board](https://www.consultingrcs.com/management-positions-job-board) # Virtual Training [RCS University](https://www.rcsuniversity.com/) [Book a Virtual Tour](https://www.rcsuniversity.com/#) [Free Trial](https://webservices.lightspeedvt.net/regform/register_short2.aspx?linkid=F1FE056407B58EA9129F6B88A95C3D20) [Course Catalog](https://issuu.com/consultingrcs/docs/rcsu_trainingguide2019_final) # About RCS [Our People](https://www.consultingrcs.com/about) [Clients](https://www.consultingrcs.com/clients) [Blog](https://www.consultingrcs.com/blog) [Contact Us](https://www.consultingrcs.com/contact) # Follow RCS [![Facebook](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/5dcc981bcf5310ad9dbeaec7_facebook.svg) ](https://www.facebook.com/reidconsultingservices/) [![Instagram](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/5dcc981bcf53105825beaec9_instagram.svg) ](https://www.instagram.com/consultingrcs/) [![Twitter](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/5dcc981bcf5310d9fdbeaeca_twitter.svg) ](https://twitter.com/ConsultingRCS) [![Linkedin](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/5dcc981bcf53102679beaec8_linkedin.svg) ](https://www.linkedin.com/company/reid-consulting-services-inc./) [![Youtube](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/5dcc981bcf531070c0beaecb_youtube.svg) ](https://www.youtube.com/user/ReidConsulting/feed) The next generation of hospitality management ![RCS Hospitality Group](https://blog.consultingrcs.com/hubfs/RCS_Hospitality_Group_March2020/Images/ftr-logo-1.png) © 2020 RCS Hospitality Group. 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