Being shutdown for an extended period of time was tough enough for most of Michigan’s restaurants, bars and hotels, but the increasing hostility and frustration over social distancing and face mask issues have escalated dramatically in recent weeks forcing the industry to find new ways to keep the peace.
Who would have ever thought that the Michigan Restaurant & Lodging Association would need to host a major seminar on how to de-escalate difficult guests. Yet, it’s happening this Thursday morning in a free statewide offer to help industry professionals, frontline workers and others facing the hostilities of wayward guests.
The Michigan Restaurant & Lodging Association (MRLA) has announced plans to host a free webinar “You’re Not Security: How To De-Escalate Difficult Guests” at 10 am this Thursday, July 23rd. The de-escalation webinar, designed for restaurant and hotel owners and management, features speaker John Harris, owner of JCH Security Consulting, LLC.
Justin Winslow, President and CEO of the MRLA, says, “Michigan’s hospitality industry has remained resilient and nimble since reopening in early June, implementing a wide array of operational changes for guest and employee safety,” noting, however, that “As frustration levels run high with social distancing measures in place for several months, it has become critical to ensure hospitality employees have the tools and resources to de-escalate potential conflicts with guests. Our association is here to provide that education.”
Prior to founding his security consulting firm, Harris served as a patrolman, police captain and then police commander for Conrail (acquired by CSX Railroad in 1999) during his 35-year tenure. He later served as an intelligence specialist with the Detroit Police Department where he was assigned to the Counterterrorism Threat Analysis Team. Harris earned a bachelor of science in criminal justice from Wayne State University and a master’s in public administration from Concordia University-Wisconsin.
During the webinar, Harris will share basic skills to de-escalate customers and answer attendee questions. Insights shared during the webinar will include:
- How to identify an escalating situation with a guest…
- Steps to better communicate with an upset guest and diffuse the situation…
- Who should be the go-to person on shifts when conflicts with guests arise…
- How owners and manager can better prepare their teams…
The webinar is free to participate, and MRLA membership is not required. You can register online for the webinar at the link below:
https://www.mrla.org/covid19webinars.html
The Michigan Restaurant & Lodging Association (MRLA) is the recognized leader of Michigan’s hospitality industry, providing essential services to the foodservice and lodging community. Founded in 1921 as the Michigan Restaurant Association and now known as the MRLA, the Association represents over 5,000 Michigan foodservice and lodging establishments. The industry plays an integral role in Michigan’s economy, employing nearly 600,000 people and creating $40 billion in annual revenue. For more information, visit www.mrla.org.
