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Hospitality Strong by Forbes Travel Guide
Hospitality Strong: Going Beyond Please and Thank You
Members Joined:
70 Members Joined
Total Views:
785 People Visited
Duration:
01:00
hour
Free
We all know that courtesy is essential to an excellent service experience. Yet this fundamental skill is often overlooked and underestimated. Learn more about how to put your best self forward to guests, and the places you might be missing the mark without even realizing it.
Presented by:
Gina Taylor | Vice President of Training Services, Forbes Travel Guide
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.
Jeffrey J. Wielgopolan
Senior Vice President, Learning & Development - Forbes Travel Guide
Since joining Forbes Travel Guide in 2005, Jeff Wielgopolan has served as the senior manager of the Quality Assurance Division, an incognito inspector and now senior vice president of Learning and Development. In his current role, Wielgopolan works with the finest hotels, restaurants and spas across the globe to improve service, staff confidence and knowledge, and to further properties' understanding of Forbes Travel Guide Star Rating Standards. Prior to his tenure at the company, he worked at Four Seasons Hotels & Resorts and was the dining room director at Tru. He is certified under the Court of Master Sommeliers and served as a panelist for the Cornell Hotel School's Hospitality Research Summit. Wielgopolan is an Honorary Member of Les Clefs d'Or, and was the Educational Speaker for the group's annual International Congress in 2013 and 2015.
Lessons
Going Beyond Please and Thank You