Matt Moersch and his family are no strangers to being pioneers. Their hospitality empire encompassing Round Barn, Tabor Hill and Free Run Cellars is legendary, but even they are not willing to sit on their laurels, always striving to provide the best for their guests. So, it shouldn’t surprise anyone who knows the Moersch Hospitality Group of SW Michigan that they reached out recently to the OutCenter in the Benton Harbor Arts District in search of Inclusivity Training for their entire management team.
In fact, Matt’s team is the first company in Berrien County to seek guidance from the OutCenter on how to ensure the team provides outstanding service in a respectful manner to all patrons including LGBTQ+ individuals and their families, and the first to help launch and then take advantage of the unique new Inclusivity Training for area business enterprises.
On May 2, 2019, representatives from the OutCenter of Southwest Michigan provided that training to the Moersch management team. They own and operate Tabor Hill Winery & Restaurant, Free Run Cellars, and Round Barn Winery, Brewery & Distillery in Southwest Michigan. This is the first training of its kind for the company.
Moersch Hospitality Group operates within its management practices and policies which embrace equal opportunity, employee dignity, and diversity. According to Matt Moersch, the CEO and one of the primary architects of their general management practices, “MHG strives to provide an environment where every employee and member feels respected and valued. By respecting the richness of our differences in individual traits, skills, beliefs, and talents, we benefit not only our organization but contribute to the success of the community we serve.”
The OutCenter leveraged the talents of volunteer and retired nuclear professional, Caroline Jones, who applied a systematic approach to training to ensure the Inclusivity Training was targeted to the performance needs of MHG managers. She developed experiential learning scenarios from restaurant related LGBTQ+ discriminatory instances.
Using the scenarios, trainees role-played and applied Risk Based Communication (RBC) Skills and MHG management standards to diplomatically address individuals feeling disrespected. RBC skills are effective communication skills to apply toward issues of concern, controversy, or of a sensitive nature.
Kathryn McBride also co-facilitated the training with Caroline. Kathryn is a social services professional, the OutCenter’s Program Coordinator, and a certified LGBTQ+ trainer. Sandra Strome observed the training to increase her involvement; she holds a PhD in Clinical Social Work and has served many years as a family therapist on an in-patient suicidal adolescent unit. Comments from one of the trainees noted, “I love that this subject (initially LGBTQ+) and the suggestions given can apply to all people. Everyone is worthy of respect.”
MHG Director of Development, Nick LaFlex, says, “This training was very well done. I’ve also had a handful of those in attendance reach out to me either to express thanks or continue the conversation through questions or personal stories. MHG has always had an inclusive culture but it is very nice to keep the conversation going and continue to grow as both professionals and as an organization. Nicely done! This training will definitely be a hard one to follow!”
Mary Jo Schnell, Executive Director of the OutCenter says, “We are so pleased with the success of this first workshop for businesses – and so grateful to Caroline and the team for creating such an innovative approach that boosts customer relations and the business bottom line. The Moersch Hospitality Group’s leadership on this effort is helping to create inclusive and caring communities. We are now in search of other businesses seeking similar impacts for their bottom line, their customers, and their staff. It was a great day, indeed.”
