LEAD Training Course – Empowered Leadership

This immersive training course equips frontline Leads with the clarity, confidence, and emotional intelligence needed to guide teams, support guests, and uphold professional standards. Through seven comprehensive modules, learners will explore their role as a bridge between team dynamics and operational goals, mastering strategies for communication, coaching, conflict resolution, guest recovery, and ethical accountability.

Whether newly appointed or seasoned in the field, participants will discover how to lead without formal authority by modeling trust, empathy, and resilience in real-time workplace scenarios. This course blends tactical leadership with emotional fluency, transforming Leads into culture-shapers who elevate service, safety, and connection across every shift.

By the end of this course, learners will be able to:
1. Define the role of a Lead and demonstrate the mindset and behaviors that build trust and influence
2. Apply communication strategies—including active listening, nonverbal awareness, and clear speech—to lead with confidence and composure
3. Use coaching models and conflict resolution techniques to guide team behavior and maintain professional tone during challenges
4. Understand the HR discipline process and distinguish between coaching, documenting, and escalating appropriately
5. Demonstrate time management and delegation strategies to keep shift operations flowing smoothly
6. Deliver empathy-driven guest recovery responses that strengthen loyalty and rebuild trust
7. Model professionalism and uphold team accountability through appearance, ethics, tone, and emotional regulation
8. Reflect on personal leadership values and define a guiding philosophy for workplace impact

CEUs: 1