MCHA Education Seminar Series

“Dealing With Difficult Guests”
Location: CSUMB at the Alumni Visitors Center

Rescheduled for Wednesday, June 19th, 2019
Registration 8:30 am
Seminar 9:00am – 11:00am


Dr. John Avella – Executive Director of
Sustainable Hospitality Program, CSUMB


Jim Covel – Director Guest Experience Training
and Interpretation, Monterey Bay Aquarium

The Alumni Visitor’s Center is located at 5108 Fourth Avenue, Marina, CA  93933 (map)  Parking can be paid at the kiosks located in the parking lot by the hour or $4 for the day. We will have 40 parking passes available at the event for those who need them. 

Objective: To understand the skills and insights to deal effectively with difficult Guests

Overview: In the first part of the workshop you will learn that handling difficult Guests starts with you. Why? Because we can’t train our Guests to behave. So here are some of the skills we will work on in this workshop. Empathy, empathetic listening, reading body language, stress tolerance and self-awareness.

The second part of the workshop will be dealing with Guest scenarios: Indecisive/Quiet Guest, Vague Guest, Unhappy with service Guest, demanding guest, and very angry Guest.  The workshop will be highly interactive with the participants very much involved in the learning process.

This workshop is appropriate for everyone that deals with our Guests.


Leadership Series Members must register

Reserve your space by Friday, June 14th. Space is Limited and RSVP’s are required.  $25 fee for MCHA members & $40 fee for non-members. No show policy: A $25 fee will be assessed and billed to the member property. For any questions please call or e-mail the MCHA Administrative Office (831) 626-8636

– Education Seminar – “Dealing With Difficult Guests”

June 19, 2019
8:30am – 11:00am
CSUMB at the Alumni Visitors Center