Forbes Travel Guide Online Hospitality FRONT-LINE LEVEL Webinar

This free virtual hospitality training session is offered quarterly, with the next session scheduled to take place Monday, April 28, 2025, at 3:30 pm. The topic for this session will be Problem Resolution. As guests and customers experience breakdowns in service it is critical that we not only solve the problem but that we listen and show empathy to the guests as well as thank them for sharing their concern. In this session we will discuss the importance of owning the opportunity while ensuring that we solve the opportunity to the guest’s satisfaction. We will dive into the HEART (hear – empathize – apologize – respond – thank) model. The webinar will be 60-minutes in duration, followed by a 15-minute Q&A with your Forbes Travel Guide Executive Trainer.