Forbes Travel Guide Online Hospitality Webinar - Frontline

This badge earner has developed "Problem Resolution" skills. As guests and customers experience breakdowns in service, it is critical that they not only solve the problem but also listen and show empathy to the guests, as well as thank them for sharing their concern(s). In this session, the importance of owning the opportunity while ensuring that we solved the opportunity to the guest’s satisfaction, was discussed. The HEART (hear – empathize – apologize – respond – thank) model was also covered as part of this session.​

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The webinar was 60 minutes in duration, followed by a 15-minute Q&A with a Forbes Travel Guide Executive Trainer.