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Forbes Travel Guide Service Excellence

Forbes Travel Guide Star Service

Members Joined: 56 Members Joined
Total Views: 454 People Visited
Duration: 04:31 hours
Free

The Forbes Travel Guide Star Service is part of the Forbes Travel Guide Service Excellence training programme developed by MHRA and Forbes Travel Guide.


The Forbes Travel Guide Service Excellence on-line training programme targets anyone involved in hospitality service from all departments (concierge, front-office, spa, housekeeping, bar and lounge, pool and beach and restaurants) including front-line staff and managers.  This programme reviews foundational standards of exceptional service with the aim to establish trust and put guests at ease especially in these particular circumstances caused by the COVID 19 pandemic. Accordingly, the programme is designed to solidify the skills that are essential to creating consistent and intuitive service.


Our certified trainers are highly experienced service professionals who offer extensive knowledge of best practices defined by Forbes Travel Guide and gathered from their experiences training in hospitality worldwide.  Amongst other matters during these sessions new service practices will be discussed, including communicating effectively while wearing a mask and making guests more comfortable with procedures such as temperature checks.

  • Foundations of Five Star Service
    Duration
    • Foundations of Exceptional Service
      01:00 hour(s)
    • Quiz 1
      00:30 hour(s)
  • Graciousness, Thoughtfulness & Sense of Personalized Service
    Duration
    • Graciousness, Thoughtfulness & Sense of Personalized Service
      01:00 hour(s)
    • Quiz 2
      00:30 hour(s)
  • Telephone Etiquette
    Duration
    • Telephone Skills
      01:01 hour(s)
    • Quiz 3
      00:30 hour(s)
Gina Taylor
Gina Taylor
Vice President of Training Services - Forbes Travel Guide
Gina Taylor holds the unique position within Forbes Travel Guide as the longest serving employee, having joined in January 2004. Since that time, she has held roles ranging from the Senior Manager of Facility Inspectors, to the Vice President of Operations, to an Executive Trainer, to now overseeing a team of 20 trainers and scheduling thousands of hours of training days. An experienced and accomplished hospitality professional, Taylor continues to serve as an often-requested trainer due to her engaging style and commitment to the standards. While working within various client-facing positions in the company, Taylor fostered strong relationships with such distinguished hotel partners as Dorchester Collection, Mandarin Oriental, and Four Seasons Hotels and Resorts. In her current role as Vice President of Training Services, she remains passionate about empowering others and brings an intimate knowledge of Five-Star standards and the evaluation process to the table. Taylor most recently served as Director of Partner Services, where she focused on enhancing partner management and working with properties from a corporate brand standpoint. As Vice President of Consulting Operations, she oversaw quality assessments, and learning and development programs. While managing the recruitment and training of all inspectors, she was accountable for the full scope of evaluation services, as well as the implementation of the Forbes Travel Guide standards within countless evaluation reports. Prior to joining Forbes Travel Guide, Taylor spent 13 years in meeting and convention services. Her work included managing show logistics for some of the largest trade associations in the country, including the National Association of REALTORS®, along with meetings and events at some of the finest hotels in the world. When not enjoying time with her family, Taylor volunteers with her friend and founder of the Home2Home project. The H2H Project is an organization that assists families in need as they transition into a place to live, many after being homeless, by providing furnishings and supplies.