---
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.
---

[RCS Leadership Lounge ](https://blog.consultingrcs.com/blog)

# [The Gen Z Stare Isn't the Problem—Disconnected Training Is](https://blog.consultingrcs.com/blog/rethinking-hospitality-training-0)

 Written by [Whitney Reid Pennell](https://blog.consultingrcs.com/blog/author/whitney-reid-pennell) | Jul 25, 2025 11:00:00 AM

 

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:  
<https://www.consultingrcs.com/about>***[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. *** ***

 

 

 

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