Press Release
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FOR IMMEDIATE RELEASE
July 21, 2020
Media Contacts:
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Emily Daunt
Michigan Restaurant & Lodging Association (517) 377-3933 |
Leslie Pardo/Michael Odom
Marx Layne & Company (248)563-7213 |
Michigan Restaurant & Lodging Association Hosts How To De-Escalate Difficult Guests Webinar
Free participation for restaurants and hotels statewide
Free participation for restaurants and hotels statewide
LANSING, MICH. – The Michigan Restaurant & Lodging Association (MRLA) is hosting a free webinar “You're Not Security: How To De-Escalate Difficult Guests” at 10 a.m. on Thurs., July 23. The de-escalation webinar, designed for restaurant and hotel owners and management, features speaker John Harris, owner of JCH Security Consulting, LLC.
“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,” said Justin Winslow, President and CEO of the MRLA. “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. MRLA membership is not required. Register online for the webinar at https://www.mrla.org/covid19webinars.html.
“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,” said Justin Winslow, President and CEO of the MRLA. “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. MRLA membership is not required. Register online for the webinar at https://www.mrla.org/covid19webinars.html.
About the Michigan Restaurant & Lodging Association
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 more than 595,000 people and creating nearly $40 billion in annual sales. For more information, visit www.mrla.org and www.detroitrla.org.
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 more than 595,000 people and creating nearly $40 billion in annual sales. For more information, visit www.mrla.org and www.detroitrla.org.
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