Liebman Leisure Group launches “Service Recovery Hero” Online Course for Attractions, Leisure, and Hospitality
January 8, 2025
Chicago, IL – Guest experience consultant and strategist Josh Liebman is proud to announce the launch of a new online course, Service Recovery Hero, specifically designed for professionals in the attractions, leisure, and hospitality industries.
Combining nearly two decades of hands-on experience—including work with theme parks, water parks, zoos, aquariums, museums, and hotels—Liebman created this course to address one of the most challenging yet rewarding aspects of guest experience: turning complaints into opportunities for growth. The course provides a step-by-step framework to empower frontline teams, managers, and executive leaders to swiftly handle service failures and create memorable recoveries that foster guest loyalty.
“I’ve always believed that complaints are a goldmine of information—if you know how to respond,” said Liebman. “Service Recovery Hero is the blueprint for organizations of any size to turn negative situations into unforgettable positives. It’s about making service recovery part of your standard operating procedure, so when problems arise, your team can handle them confidently.”
Key features of Service Recovery Hero include:
The LAST Model: A proven, easy-to-follow process for resolving guest issues.
The Recovery Toolbox: Practical tools and resources for frontline staff, designed to empower them to address concerns in real time.
Real-World Examples and Success Stories: Insights drawn from Liebman’s background at leading attractions and luxury hotels, showcasing how service failures can become experiences guests rave about.
Guest Feedback Channels: Strategies for collecting and using feedback—through internal surveys, online reviews, and social media—to drive continuous improvement.
Additional Modules: Handling difficult or “impossible” complaints, establishing organizational buy-in, and fostering a culture of complaint resolution.
“A strong service recovery process is one of the best ways to build loyalty,” Liebman continued. “When teams are prepared, they don’t just resolve complaints; they exceed expectations and create fans for life. I’m excited to share these methods in the course.”
Organizations across the attractions, leisure, and hospitality industries can now enroll in Service Recovery Hero and unlock a robust approach to service recovery. For more information or to register, visit www.ServiceRecoveryHero.com or contact Josh Liebman directly at josh@liebmanleisure.com
About Liebman Leisure Group
Liebman Leisure Group is a specialized consulting firm dedicated to helping attractions, tourism, and hospitality organizations deliver standout guest experiences. Founded by Guest Experience Strategist Josh Liebman—whose background spans theme and amusement parks, hotels, and family entertainment centers—the firm focuses on service excellence, guest feedback optimization, and proactive recovery strategies. Through tailored consulting, hands-on workshops, and innovative training programs, Liebman Leisure Group empowers both frontline staff and leaders to transform complaints into opportunities, build deeper guest connections, and consistently exceed expectations.