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Forbes Travel Guide Service Excellence Level 1

Forbes Travel Guide - Concierge

Members Joined: 24 Members Joined
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Duration: 01:30 hours

The Forbes Travel Guide - Concierge is part of the Forbes Travel Guide Service Excellence training programme developed by MHRA and Forbes Travel Guide. It consists of one on-demand lesson.

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.

  • Concierge
    • Concierge Services
      01:00 hour(s)
    • Quiz
      00:30 hour(s)
Megan Torrance
Megan Torrance
Director, Learning & Development, The Americas Forbes Travel Guide
Megan Torrance has spent over 15 years working extensively in luxury property operations. From large, prestigious resorts to small Relais & Châteaux hotels, Torrance has garnered broad management experience across virtually every operational function, including executive management roles at star-rated properties. Driven by the vision of delivering outstanding service, Torrance has been singularly instrumental in leading hospitality teams in the application of Forbes Travel Guide standards. Torrance’s passion for luxury hotels and service led to a degree in Hospitality Business from Michigan State University. Immediately following, she secured a career starter on food and beverage teams at Four Seasons hotels in Chicago and at the Aviara property in Carlsbad, California. While working in Telluride, Colorado, Torrance transitioned to the rooms division, gained critical human resources skills, and then progressed onto a management path where she gained experience across every operational outlet and oversaw a resort-based Homeowner’s Association (HOA). Equipped with an in-depth, comprehensive understanding of hotel management, Torrance went on to assume the role of Assistant General Manager of Lake Placid Lodge, eventually becoming the Residence Manager. Building upon this success, she later served as the General Manager of the Point resort, and Hotel and Residence Manager at Calistoga Ranch, an Auberge Resort. Prior to starting at Forbes Travel Guide, Torrance had become deeply involved in internal leadership development and the cultivation of in-house and new talent. Focused on guiding teams to achieve the highest luxury standard, she zeroed in on consistent training of hospitality staff, ensuring top level commitment that led to the regular extension of coveted star rankings. She now brings these superior service values to the table as an Director of Learning & Development for the Americas. Torrance has trained on five continents, from small boutique hotels in ski towns, to vast, multi-purpose properties in Paris, Tokyo, Saudi Arabia and Macau.