SUNDAY, MAY 19, 2019

11:30 A.M. – 4:30 P.M.




DENVER, CO 80207

How to make hospitality a lasting part of your culture

Join Horst Schulze, Jason Young, Mark Cathy, Trey McKnight, and others they encourage, teach and challenge you about hospitality, service excellence, the power of personality and taking action. Also, enjoy insider information about future innovations coming to Chick-fil-A restaurants.

Through a series of engaging speakers and breakout sessions, we’ll learn together how to inspire our teams, grow personally and professionally, and accelerate performance.

After hearing from our two keynote speakers, you’ll have the opportunity to attend two breakout sessions of your choice.

Registration Fees

Denver MLM Restaurants: FREE for Operator + 9 Team Members*
Restuarants Outside Denver MLM: $170 per person

Denver multi-restaurant operators may bring 10 total people per restaurant location at no additional cost.

All fees associated with registration will be billed to your restaurant through the FCR.

*Denver MLM restaurants may bring additional people for $170 per person. 


11:30 A.M. – 1:30 P.M. Lunch and Expo*

1:30 – 1:45 P.M. Ignite Kick-Off

1:45 – 2:00 P.M. History of Hospitality: Mark Cathy, Chick-fil-A, Inc.

2:00 – 2:15 P.M. Keynote #1: Jason Young, StriivOn

2:25 – 3:00 P.M. Breakout Session #1

3:10 – 3:45 P.M. Breakout Session #2

4:00 – 4:20 P.M. Keynote #2: Horst Schulze, Founder, The Ritz-Carlton Hotel Company & Capella Hotel Group

4:20 – 4:30 P.M. Closing

*Lunch will be served until 1:00 P.M., but you can enjoy the expo until 1:30 P.M.


S. Mark Cathy

Operator Support Team, Chick-fil-A, Inc

As one of Chick-fil-A founder S. Truett Cathy’s grandchildren, Mark is part of the third generation of the Cathy family to take leadership roles at the quick-service restaurant chain. He is the eldest son of Donald “Bubba” Cathy, Executive Vice President of Chick- fil-A, Inc. and President of Dwarf House, Inc.

Prior to joining the Chick-fil-A home office staff in 2009, Mark was a Chick-fil-A restaurant Operator in California for two years. His first role at home office was as a Business Consultant, advising Operators on ways to grow their business and help them solve challenges unique to their restaurant.

Horst Schulze

Founder, The Ritz-Carlton Hotel Company & Capella Hotel Group

The German-born luxury hotelier who revolutionized the hotel industry as a Founder of The Ritz-Carlton Hotel Company, Horst Schulze forever altered the very nature of customer service by creating a culture of “ladies and gentlemen serving ladies and gentlemen.” He now serves as chairman of the Atlanta-based WP Hospitality Group, formerly the Capella Hotel Group, which he started after retiring from Ritz-Carlton in 2001. The company has grown to include more than a dozen high-end properties around the globe. A charismatic leader and entrepreneur, Schulze provides audiences with successful service-oriented strategies to build and maintain lasting customer relationships that keep them coming back for more.

Jason Young


Jason Young is a hospitality, leadership and emotional intelligence coach and communicator. He has worked with leaders in numerous churches and companies including Ford Motor Company, Life.Church, and Chick-fil-A. He is also the Director of Guest Experience at North Point Ministries, a nationally known network of churches with 36,000 people in average weekly attendance. Jason is the author of The Come Back Effect, which focuses on how hospitality can compel guests to return to a church or business.


You’ll have the opportunity to pick two breakout sessions to enhance your learning experience at Ignite. Each session is available on a first-come, first-served basis, so be sure to sign up right away!

Creating a Profound and Measurable Impact on the Restaurant from Hospitality to Inventory Management

As a continuation from Ignite 2017, Forrest will share some his favorite Operator Lean Wins then equip you with specific LEAN tools and techniques that you can take back to your restaurant to have a profound and measurable impact in all areas of the restaurant- from hospitality to inventory management.

Forrest Hillis

Management Consultant—Lean Strategy, Field Operations, Chick-fil-A, Inc.

Forrest has been consulting in the chemical, packaging, electronic and quick-service industries for over 25 years and currently leads LEAN Strategy for Chick-fil-A. His personal career breakthrough occurred by way of a consultant who helped his team of 65 to double their Output/Labor Hour in just 24 months using Lean Theory, achieving the highest and first Gold Award for Operational Excellence in Avery Dennison’s Fasson Division history. Energized by what Lean delivered, Forrest became an Optimization Consultant himself. His trainings and lectures have helped hundreds of teams achieve double-digit performance gains in over a dozen countries across five continents. Forrest and his wife, Kelly, raised five children in Atlanta with age ranges from 21-30: Colton, Abby, Kaitlin, Zach and Josh.

Creating and Maintaining Hospitality During Difficult Situations

In the age of social media and viral posts, how can restaurants engage in tough situations and still show genuine hospitality? This session will explore some of the top reputation issues faced by Chick-fil-A restaurants today and share some best practices for protecting Chick-fil-A’s good name while remaining a gracious host, both on- and offline.

Jackie Jags

External Communications, Chick-fil-A, Inc.

Jackie has more than a decade of experience in public relations and public affairs. She currently leads the Field Reputation team within External Communications, which provides communications support to 2,200+ existing restaurants and all future restaurant openings — approximately 100 per year. Prior to joining Chick-fil-A, she spent almost eight years in New York City working at various PR agencies with pharmaceutical and healthcare clients.

Jonathan Keith

External Communications, Chick-fil-A, Inc.

Jonathan Keith has worked with Chick-fil-A since 2012. He works on the Field Reputation team, focusing on issues management and the PR Support Hotline. Prior to joining the Support Center in 2016, he was a contractor for more than two dozen Chick-fil-A restaurants across the country, including as a team member, trainer, Area Marketing Director for Jacksonville, FL, and social media contractor for the first two Chick-fil-A restaurants in New York City.

The Powerful Connection Between Digital & Hospitality

In the midst of a marketplace being transformed by digital, how can we continue to leverage our gift of hospitality and personal connections to fuel growth at Chick-fil-A? Join Michael Lage, who leads Chick-fil-A One and Spotlight, as he shares thoughts on the powerful connection between digital and hospitality.

Michael Lage

Sr. Manager, Digital Experience, Chick-fil-A, Inc.

Michael works in Marketing at Chick-fil-A, Inc. in Atlanta, Georgia as the Senior Manager of Digital Experience. He is responsible for leading the creation of Chick-fil-A One, a mobile experience designed to create a more convenient and personalized way for customers to enjoy Chick-fil-A. Prior to Chick-fil-A, Michael worked as a Creative Strategist at Facebook in Menlo Park, California, partnering with Fortunate 100 Brands to leverage social technology to engage consumers. Before that, Michael spent the summer with Google in San Francisco, working in Online Sales. He earned his MBA from Harvard Business School in May 2011.

Why You Might Be The Most Important Person On Your Team

Learn how to leverage your current stage to lay a foundation of hospitality influence for your future and understand how your unique gifts and capabilities can make a lasting impact on the world around you.

Trey McKnight

North Point Community Church

Trey is a visionary leader, host, and communicator with an extremely high level of energy and enthusiasm. His intense passion for life, for people, and for inspiring life change in people is remarkably evident. Trey draws from years of adventure as a worship leader, pastor, firefighter, personal trainer, sales executive, and private pilot to connect with diverse audiences. He is the Director of BigStuf Camps, and has partnered with highly influential organizations including ReThink Group, North Point Ministries, Chick-fil-A, Catalyst, and others to help develop leaders with a desire to pursue their best self.

Creating Moments of Hospitality in Drive-Thru

With the fast-paced service experience like our drive-thru; it can be challenging to provide the level of service by which our brand was founded. Join Cherrod as she dives into the nuances of hospitality and shares insights and “moments” that you can begin implementing immediately as you return to your respective restaurants. EI is a critical component of ROI.

Cherrod Pate

Drive-Thru Consultant, Field Operations, Chick-fil-A, Inc.

Cherrod works in Field Operations at Chick-fil-A, Inc. as one of six Drive-Thru Consultants. She has worked alongside Operators and team members since joining the Chick-fil-A organization in 2010. Cherrod began her time at Chick-fil-A as a Marketing Consultant; she has conducted over 250 customized interactions in each of the six regions by providing strategic and tactical marketing as well as hospitality expertise at both the local and market levels.

Cherrod continues to serve Operators and team members in her current role as a Drive-Thru Consultant. With drive-thru serving as the majority of the organizational revenue stream, she focuses primarily on process improvement, LEAN optimization, customer insights, restaurant, food safety and quality acumen.

Four Things Every Guest Wishes You Knew

Learn how presence can change the way you interact with and impact guests. Jason will focus on a few key ways to prioritize feelings over tasks, rise above the temptation to settle for “just okay” and create a culture of service excellence.

Jason Young


Jason Young is a hospitality, leadership and emotional intelligence coach and communicator. He has worked with leaders in numerous churches and companies including Ford Motor Company, Life.Church, and Chick-fil-A. He is also the Director of Guest Experience at North Point Ministries, a nationally known network of churches with 36,000 people in average weekly attendance. Jason is the author of The Come Back Effect, which focuses on how hospitality can compel guests to return to a church or business.