Forbes Travel Guide Online Hospitality Webinar – Leadership

This badge earner has developed skills on Service Challenges. Service challenges offer leaders an important opportunity to understand the emotions behind a guest’s complaint and the deeper impact of their experience. In this virtual session, participants explored how leaders can guide their teams to move beyond simply correcting an issue. The session focused on recognizing what guests are feeling, identifying what those moments reveal about service expectations, and responding in ways that create lasting trust.

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The session provided practical insights to:

• Interpret the emotions and expectations behind guest complaints

• Look beyond the technical solution and consider the larger impact of the guest experience

• Coach teams to respond with empathy, clarity, and confidence during difficult interactions

• Demonstrate leadership presence in the follow-up by showing up in unexpected and memorable ways

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​The webinar was 90 minutes in duration, followed by a 15-minute Q&A with your Forbes Travel Guide Executive Trainer.