Two-hour session covering the fundamentals of customer service will be April 28 at The Virginia

Every great destination has something in common: people who take pride in how they welcome others. In Somerset-Pulaski County, local leaders are coming together to strengthen the hospitality experience across the community.

The Somerset-Pulaski Economic Development Authority (SPEDA), in partnership with the Somerset-Pulaski County Chamber of Commerce, See Somerset Tourism and Lake Cumberland Tourism, will host a free hospitality training for local businesses from 9:30-11:30 a.m. Tuesday, April 28, at The Virginia in downtown Somerset.

Designed for businesses of all types across Somerset-Pulaski County, the training — delivered by Lake Cumberland Tourism Executive Director Michelle Allen — will focus on elevating the customer experience and equipping participants with practical tools to better serve visitors and residents alike.

Tourism remains Somerset-Pulaski County’s No. 1 industry, with more than 4 million visitors traveling to Lake Cumberland each year. In 2024, the latest available data shows that visitors spent more than $146.5 million in Pulaski County, supporting more than 1,000 tourism-related jobs and generating significant local tax revenue.

“This training is about helping every business in our community understand the role they play in shaping the visitor experience,” Allen said. “Whether you’re answering the phone, greeting a customer at the counter or helping someone find their way around town, those interactions matter. We want people to leave Somerset feeling like they were genuinely welcomed — and that starts with giving our businesses the tools and confidence to deliver that experience.”

The session will cover the elements of effective hospitality, including customer service fundamentals, communication and telephone etiquette, handling challenging situations, and ways to go above and beyond for guests. Participants will also learn how to better connect customers with local events, attractions and experiences throughout the community.

Allen, who also serves as secretary of the Kentucky Travel Industry Association Board of Directors and is president of the Kentucky Association of Convention and Visitors Bureaus, has delivered similar training sessions across Kentucky for tourism partners and attractions in larger markets, including the Kentucky Derby Museum.

Chris Girdler, president and CEO of SPEDA, said the collaborative effort reflects a shared commitment to strengthening the local economy through service and experience.

“When we talk about economic development, it’s not just about recruiting new industry — it’s about maximizing the opportunities we already have,” Girdler said. “Tourism is a powerful driver for Somerset and Pulaski County, and the way we serve those visitors directly impacts whether they come back, spend more and tell others about us. This training is a simple but meaningful way we can invest in our businesses and continue building a community people want to visit — and stay.”

To register or learn more about this free training, call (606) 425-5409 or email SPEDA CFO Jessica Carlton at jessica@speda.org.