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Session 1: Customer Service during COVID-19: De-escalation Strategies for Frontline Staff
COVID-19 has dramatically shifted the hospitality experience. Many restaurants, retail establishments and businesses with visitor-facing staff are experiencing conflicts with guests who may resist public health mandates. Conversations with guests can be tense, especially when stepping into an enforcement role. In this webinar, participants will learn about how to address these challenging discussions, which become even more important going into fall and winter, when complying with physical distancing and public health mandates is essential. This training delves into diffusing and de-escalating conflicts and best practices in effective communication, resulting in positive visitor experiences and ensured guest and staff safety.

This training is led by Michael Chamberlain-Torres. Michael is a restaurant and hotel professional with 14 years of industry experience and a degree in Hospitality Management from the University of Denver. In addition to supporting customer service training in partnership with ORLA, he has served in management roles with Marriott International, the Michael Mina Group, and Sage Restaurant Group. Michael brings hands-on leadership experience from front-line training to hospitality management services.

This webinar is first in a two-part series hosted by Travel Oregon in collaboration with regional and statewide partners, including the Oregon Hospitality Foundation, intended to cover foundational de-escalation strategies and customer service best practices that support positive visitor experiences amid the COVID-19 pandemic.

Nov 2, 2020 11:00 AM in Pacific Time (US and Canada)

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