Description

Front line staff will improve their skills to deal with unsatisfied customers by taking ownership of complaints, working through five steps of conflict resolution and following up.

Course goals

• Know who your customers are
• Identify the causes of conflict
• Identify five steps on how to deal with conflict (taking ownership)
• Explore empowerment and following up

With a maximum group size of 22, there's plenty of opportunity to ask questions and workshop ideas. Our classroom sessions will engage attendees to offer the opportunity to practice and build muscle memory through collaboration, group discussion, role play and peer assessment.




This course has been vetted and approved by the BC Employer Training Grant program. As an employer you can apply to receive 80% of the cost of training, up to $10K per employee. Documentation will be provided upon request.

Whistler Experience Program Benefits
Upon registering for this event as a Whistler Experience participant, you will have full access to all Whistler Experience program benefits, including the Whistler Blackcomb Spirit Pass. If you then fail to attend the event, your pass will be suspended and access to all benefits will cease. You would then need to register for another in-person Whistler Experience training session or complete an online Whistler Experience course to re-activate your benefits.
 

Facilitator: Caroline Bagnall
Hospitality & Tourism Professional, Adult Educator, and Sustainable Events Advocate at Connect Hospitality Strategies Inc.
Website | LinkedIn

At the helm of Connect Hospitality Strategies Inc. is Caroline Bagnall, a 20 year resident of Whistler, Hospitality & Tourism Professional, Adult Educator, and Sustainable Events Advocate.

Bagnall offers F&B management expertise in the organization, planning and execution, and service of client events garnered as Sr. Manager of Whistler's 65,000 sq. foot Conference Centre, Instructor at Capilano University, and as Director of Banquets the Hilton Resort & Spa's 13,000 sq. foot facility.

Previously, as the Asst. Director of F&B at Fairmont Hotels & Resorts, Bagnall was acclaimed as Leader of the Year, and was identified by her peers as an outstanding performer. Bagnall also served as the General Manager overseeing the opening of the Hard Rock Café and Boutique in Whistler.

Bagnall has coached, trained and mentored hundreds of staff during her career as restaurant manager and Food & Beverage director, and now finds increasing satisfaction in a more formal teaching and consulting role.

A faculty member of Capilano University, Bagnall customized and delivered F&B Management courses for the Destination Resort Management Program. Her widely-applauded communication skills, industry expertise and practical experience are augmented by professional certification in adult and ongoing education and facilitation skills.


 

Photographs taken at the event may be used in marketing and promotional campaigns and messaging by the Whistler Chamber.

Cancellation Policy
If you are unable to attend your session, please let us know by emailing whistlerexperience@whistlerchamber.com a minimum of five business days before the event (please note you may only reschedule your session once free of charge). A $40 re-scheduling fee will apply for cancellations made within five business days, non-attendance on the day, or if you have already rescheduled once previously.