The Miami Beach Visitor and Convention Authority, in partnership with Forbes Travel Guide, is proud to provide this free resource, and available to all hospitality employees. These online webinars are offered for employees in both Frontline and Leadership roles, with training conducted by a Forbes Travel Guide Executive Trainer. Digital Badges are issued upon successful participation.
- Available to all Hospitality Employees
- Cost: Free
- Provided by The Miami Beach Visitor and Convention Authority (MBVCA), in partnership with the Greater Miami and the Beaches Hotel Association (GMBHA)
- Online Webinar Classes to be held on the dates that appear below.
April 28, 2025 | Leadership Session
Designed for Managers & Leadership
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.
April 28, 2025 | Front-line Session
Designed for Staff/Front-line Level Employees
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.
Future Session Dates
July 14, 2025
