Miami Begins With Me

The Miami Beach Visitor and Convention Authority, in partnership with Forbes Travel Guide, is proud to provide this free resource, and available to all hospitality employees. These online webinars are offered for employees in both Frontline and Leadership roles, with training conducted by a Forbes Travel Guide Executive Trainer. Digital Badges are issued upon successful participation.

• Available to all Hospitality Employees
• Cost: Free
• Provided by The Miami Beach Visitor and Convention Authority (MBVCA), in partnership with the Greater Miami and the Beaches Hotel Association (GMBHA)
• Online Webinar Classes to be held on the dates that appear below.

May 11, 2026 | Leadership Session
Designed for Managers & Leadership

Service challenges offer leaders an important opportunity to understand the emotions behind a guest’s complaint and the deeper impact of their experience. In this virtual session, hosted in partnership with the Miami Beach Visitor and Convention Authority, we will explore how leaders can guide their teams to move beyond simply correcting an issue. The focus will be on recognizing what guests are feeling, identifying what those moments reveal about service expectations, and responding in ways that create lasting trust.

Designed for leaders in hospitality, public service and other guest-centered environments, this session will provide practical insights to:

• Interpret the emotions and expectations behind guest complaints
• Look beyond the technical solution and consider the larger impact of the guest experience
• Coach teams to respond with empathy, clarity, and confidence during difficult interactions
• Demonstrate leadership presence in the follow-up by showing up in unexpected and memorable ways

May 11, 2026 | Front-line Session 
Designed for Staff/Front-line Level Employees

Customer challenges are more than interruptions; they are meaningful opportunities to build trust, strengthen relationships, and create memorable service moments. In this engaging virtual session, hosted in partnership with the Miami Beach Visitor and Convention Authority, we will explore how effective problem resolution can deepen guest loyalty and support a smooth, collaborative work environment.

Designed for front-line professionals in hospitality, public service, and other guest-facing roles, this session will offer practical insights to:

• Respond to challenges with confidence, empathy, and professionalism
• Transform difficult situations into positive experiences that inspire guest loyalty
• Support team synergy by communicating clearly and calmly during moments of pressure

*Note: In order to receive your digital badge, interested participants must register individually and include an email address*

Next session date is September 14, 2026.

Purpose

The Pink Flamingo Hospitality certification explores how hospitality professionals can deliver exceptional, inclusive experiences for LGBTQ+ travelers. The program emphasizes the economic importance of this market segment and the organizational benefits of fostering inclusivity across teams and guest interactions.

Context

LGBTQ+ tourism significantly impacts the Miami economy, generating an estimated $1.7 billion annually from 1.65 million domestic visitors (2023). Despite their economic value, 59% of LGBTQ+ travelers worldwide experienced discrimination in 2024, and 43% canceled trips to destinations perceived as unsupportive. These figures underscore the need for trained empathetic hospitality professionals.

Program Overview – The Pink Flamingo Certification

The Pink Flamingo Hospitality Program trains and certifies staff to ensure respectful and inclusive service to all guests. Certification includes:

• Training in sexual orientation awareness
• Tools for appropriate communication and interaction
• Recognition through website listings, display stickers, and chamber membership

The program strengthens Miami’s brand as a welcoming destination, advancing inclusion and respect across the hospitality industry.

Workshop Objectives - Participants learn to:

• Understand the principles of inclusion, fairness, and the difference between equity and equality
• Recognize internal culture and external guest interactions
• Foster social engagement and allyship within their properties
• Discuss inclusion goals that promote measurable progress
• Remain cognizant of how excellent customer service increases revenue through higher occupancy rates

Key Takeaways

• LGBTQ+ awareness is essential in tourism: fosters safety, equity, and respect. • Inclusive practices benefit both guests and staff, improving morale, retention, and brand reputation.
• Equality vs. Equity: recognizing and addressing unique needs ensures fairness and access for all.
• Inclusion builds loyalty and emotional well-being, allowing individuals to bring their authentic selves to work.

Interactive Scenarios

Participants discuss real-world hospitality situations, such as handling same-sex couple reservations or gender-neutral bathroom concerns, to reinforce inclusive decision-making and communication.

Conclusion

By adopting Pink Flamingo certification and inclusive hospitality practices, Miami Beach hotels will enhance guest satisfaction, strengthen brand image, promote a culture of belonging that supports both business success and community pride. These initiatives not only elevate the guest experience but also drive higher occupancy rates, increased repeat visits, and stronger customer loyalty, resulting in measurable growth in revenue and long-term profitability.

Provided by Greater Miami LGBTQ Chamber of Commerce (MDGLCC).