1:47] IntroductionWelcome from Chris Fletcher and Trudi ParrPanel introductionsSetting the stage: Human capital vs. headcount metrics[1:47 - 6:00] The Retention ChallengeWhy hospitality struggles with retention despite valuing peopleThe critical importance of the first 90 days building trust and safetyReframing retention as a workforce design problem[6:00 - 10:00] Workforce Design InnovationMoving beyond the "fully flexed unicorn" hiring modelDesigning roles for modern workers: 3-hour shifts, peak periods, flexible schedulesSetting and meeting hour expectations from day one[10:00 - 15:00] Employee Wellbeing & SchedulingThe surety of income challenge in hospitalityTech adoption struggles with scheduling toolsThe instant messaging problem: Real-time labor cuts eroding trust[15:00 - 20:00] Leadership DevelopmentBill's investment: Taking 200 leaders through mindset training over 18 monthsThe "Wingman at Work" concept - who talks about you beautifully when you're not in the room?Shifting from task-focused to emotionally safe leadership[20:00 - 25:00] The Crisis Management TrapLeaders stuck in crisis mode rather than growth modeHow infrastructure and tech can free leaders to be customer-facingWorking on growth, not just crisis[25:00 - 35:00] Training That SticksTechnical skill training vs. behavioral leadership developmentThe TikTok generation: 3-minute attention spans requiring modular trainingSeasonal training updates mirroring menu changesFinding in-house mentors and craft experts[35:00 - 42:00] The AI RevolutionPersonalized AI training detecting performance gapsAI as personal performance coachThree key AI applications: automating processes, self-serve knowledge, retention testing[42:00 - 48:00] Building Teams That StayTrust as the #1 retention toolClose GM/Head Chef relationships = top performing businessesDifferentiating investment: career-committed vs. experience-led workersBill's bold move: cutting recruitment budget to invest in development[48:00 - 49:35] Looking ForwardThe competitive edge in 5 years: your teamThe pivot point: Never been more expensive to hire, never been cheaper to access techOne thing to change: Remove GMs from productivity metrics, give time back to leadKEY TAKEAWAYSFirst 90 Days Are EverythingWorkforce Design > Retention ProblemReal-Time Data Can Harm WellbeingInvest in Leadership, Not Just RecruitmentThe Wingman TestAI as Personal CoachYour Team Is Your Competitive EdgeQUOTABLE MOMENTS"We promote technically great leaders, but they're not actually good leaders." - Hayley Connor"Your general manager is responding by the minute... and a team member is seeing their pay go down by the day." - Hayley Connor on real-time labor management"If you think about a time in your career where you achieved things you never thought were possible... you had wingmen around you, you had best friends." - Lucy Craig"It's never been more expensive to hire people and it's never been so cheap to access tech." - Karen BosherRESOURCES & LINKSBill's RestaurantsLittle Houses GroupLightspeed EPOS - Book your free demoWomen on Taps movementMonoTree AI training platform