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Improved Hospitality Culture

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Quality customer service is paramount in the global visitor economy, and destination organizations need to ensure that the level and spirit of hospitality in the region answers the demands of modern travelers. It is critical for the GMCVB to lead new customer experience training and workforce development initiatives for partners all across Miami-Dade County. The GMCVB’s Miami Begins with Me Training and Customer Service Program launched several years ago. More than 60,000 individuals have graduated from the program including representatives of Miami International Airport, PortMiami, taxi and transportation companies, hotels, attractions and other tourism-related businesses. The customer service program will build upon the successes so far and significantly expand the program moving forward.


  1. Implement next-generation customer service experience training for hospitality sector in collaboration with academia, industry, ambassadors and “Miami Proud” elements.
  2. Work with hotel association to advocate for more diversity in senior management and develop workforce development programs and certification programs for underserved communities.
  3. Collaborate more intentionally with academic and trade hospitality schools to support a more 
relevant talent pipeline.
  4. Further develop middle and high school initiatives that expose Miami’s youth to the variety of careers available in hospitality.
  5. Pursue partnership with Career Source South Florida, National Academy Foundation (NAF), Hospitality Employees Advancement & Training (HEAT), Overtown CRA, etc. to develop a subsidized hospitality apprenticeship program.
  6. Further develop/update long-term framework for industry workforce development based on more effective alignment among government, industry and academic institutions.