Empowering frontline hospitality: How to exceed guest expectations through training & development

The hospitality industry operates within a vibrant, fast-paced environment, where frontline staff play a crucial role in creating memorable guest experiences. While this dynamic atmosphere has unique challenges, it also offers tremendous opportunities for growth.

Jessica Lee (SVP of Global Talent Development at Marriott), Captain Kate McCue (the first American female captain of a mega cruise ship) and JD Dillon (Chief Learning Architect at Axonify) share valuable insights on empowering staff to handle demanding situations with grace, build resilience and deliver exceptional service—even during peak periods.

Here’s what you can expect in this webinar:

A deeper understanding of the power of training and development and how effective programs enhance communication, conflict resolution and customer service skills
A plan for empowering employees so they contribute to memorable guest experiences that exceed expectations and improve guest satisfaction and loyalty
Industry expert tips and techniques for leveraging the right tools to foster a resilient workforce and manage stress while reducing burnout

Speakers