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This event will be held over a course of 3 consecutive Wednesdays from 8:00pm – 10:00pm Eastern Time.
Positioned between every guest and the resorts strategic visionaries are the Front-Line staff that communicate (and sometimes translate) the message; those who see, hear, and share the guest experience. How does your resort ensure that the vision and intent of your leadership retain fidelity when delivered by your staff? What tools do you have for learning about guest desires and expectations?
Participants will explore the means to identify, train, evaluate and motivate front line managers.
Peppered with data regarding Leisure Intent and Leisure Constraint, this program will speak to the communications pathways that can strengthen your awareness of guest interactions, and ensure your message is present in your staff.
What: The guest-facing role of the front line, and how Front Line Management skills can improve guest relations.
Why: Front Line Managers are often promoted from the line itself, with little-to-no managerial training. For mid-level Managers and Directors, those responsible for hiring front line staff and staff leads, learning to train your leads to lead can affect service, morale, and retention.
How: exercises, dialogue, discussion in a webinar format over 3 evenings.
It’s rare that we cancel an entire event unless the resort/area is closed, but we often find it necessary to cancel or combine sessions at an event because the session minimum has not been met. When this happens, we will contact you as early as possible and offer other session options at the same event or transfer you to another event. Cancellation and transfer fees do not apply under these circumstances. If we cancel a session you are registered for, and it is not possible for you to attend another event by the end of the season, your registration fee sub any administrative fees will be refunded. If you are in need of education credits for this season then all possible pathways must be exhausted before a waiver is granted. (Webinars, Non ASEA Events, etc.) “