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 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, 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, 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) and The Club Management Certificate Program (CMCP) 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 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 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, 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. If it’s been a while since you’ve worked with us or if you haven't met our new training team, consider this your personal invitation to reconnect. We’re here to help you train with purpose and lead with confidence.
About the Author:
Whitney Reid Pennell, president of RCS Hospitality Group, 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 Excellence in Achievement Awards, including staff training seven times. RCS continues to offer innovative solutions through RCSUniversity.com, an online virtual training portal for employees and managers.
