This free virtual hospitality training session is offered quarterly, with the next session scheduled to take place Monday, April 28, 2025, at 1:00 pm. The topic for this session will be Problem Resolution. In today’s world, the art of problem resolution is an essential skill for managers to develop. Problem resolution requires empathy, critical thinking, and confidence. As managers continue to hone their problem resolution skills, they ultimately create an empowered team capable of exceptional service delivery as well as a positive work environment. In this session we will dive into the HEART (hear – empathize – apologize – respond – thank) model. We will also discuss industry best practices for empowering teams. The webinar will be 90-minutes in duration, followed by a 15-minute Q&A with your Forbes Travel Guide Executive Trainer.