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

September 14, 2026 | Leadership Session
Designed for Managers & Leadership

Personalized Service: The Art of Anticipatory Service: Exceptional service begins with understanding people, not transactions. The most memorable experiences are created when individuals feel recognized, valued, and genuinely cared for. In this engaging virtual session, participants will explore how personalization, anticipation, and authentic human connection can transform routine interactions into lasting impressions.

Designed for supervisors, managers, directors, and organizational leaders, this session explores how personalized service extends beyond customer interactions. Leaders have a unique opportunity to create meaningful experiences for both the individuals they serve and the teams they support. Through intentional connection, attentiveness, and genuine interest in others, leaders can strengthen relationships, build trust, and create memorable moments that positively influence both employee and customer experiences.

This session will offer practical insights to:

• Recognize verbal and non-verbal cues that reveal individual needs, preferences, and expectations
• Build meaningful connections through authentic interactions and the thoughtful use of names
• Anticipate opportunities to support customers, partners, and team members before needs are expressed
• Personalize interactions in ways that help people feel valued, respected, and understood
• Strengthen trust, engagement, and loyalty through intentional acts of service and attention to detail
• Create memorable experiences that positively influence both team member and customer satisfaction

September 14, 2026 | Front-line Session 
Designed for Staff/Front-line Level Employees

Personalized Service: The Art of Anticipatory Service: Exceptional service begins with understanding people, not transactions. The most memorable experiences are created when individuals feel recognized, valued, and genuinely cared for. In this engaging virtual session, hosted in partnership with the Miami Beach Visitor and Convention Authority, participants will explore how personalization, anticipation, and authentic human connection can transform routine interactions into lasting impressions. Designed for professionals who interact directly with residents, customers, guests, and visitors, this session will provide practical techniques for creating meaningful connections and delivering personalized experiences that leave a lasting impact.

This session will offer practical insights to:

• Recognize verbal and non-verbal cues that reveal individual needs, preferences, and expectations
• Build rapport through authentic interactions and the thoughtful use of names
• Anticipate opportunities to assist before a request is made
• Personalize service in ways that make people feel seen, valued, and welcomed
• Create memorable experiences that foster trust, loyalty, and positive word-of-mouth
• Turn everyday interactions into meaningful moments that strengthen relationships and elevate service excellence

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

Registrations are subject to review and approval by Forbes Travel Guide staff

Upcoming session dates: November 16, 2026, February 22, 2027, and June 14, 2027.

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).