The future will be full of change. If we want to be successful in the future, we must learn to navigate change. And, knowing what’s coming will help you to navigate the turbulent waters more easily. Don’t miss this rare opportunity to hear about what’s coming in the economy, demographics, travel, and workforce/workplace. In order to navigate change, you’ll also need "Grounded Courage," the empowering confidence you’ll feel when you know what’s coming and feel prepared to handle it. Join us for this special keynote presentation to equip yourself with what you’ll need to be successful in the years ahead.

Strategic Business Futurist Joyce Gioia (joy-yah) focuses on consumer and workforce trends. Joyce is often quoted in national media like Business Week, The Wall Street Journal, National Public Radio, and The Christian Science Monitor. Having spoken on six continents and in 37 states, she has served numerous hospitality corporations and tourism associations throughout the world, as well as Procter and Gamble, BP Amoco, and American Honda.

This is a fun and interactive program that will concentrate on improving revenue by teaching your agents the service and sales skills proven to get results. This is an especially important topic in today’s economy, as companies deal with lower demand and more rate shoppers. We will arm you with the important skills needed to win more customers and teach you the basics of developing staff training to improve your operation, revenue and guest service.

Scott Schilling is Vice President of Sales and has worked at all levels of the hotel industry for the past 25 years. Scott has trained thousands of line level employees and managers at hundreds of hotels over the past 6 years.

Dave Grolman is 20-year veteran of the hotel industry—with 12 years of experience as General Manager and Assistant GM. Dave has been with Signature for over 6 years and is responsible for Signature’s Call Center Training Program. He works with companies such as Best Western International, Park Place Casinos, Sunsteam Resorts, The Venetian Hotel and many others. Dave successfully trains hundreds of agents every month and has a unique insight into what will make your training program successful.

This workshop is designed specifically to help travel professionals understand the importance of developing a customer service program that matches their organizational needs. Using Starwood Hotels & Resorts as a case study, you will see how this organization benefited from a training program that was tailored specifically to the organization's needs, and understand the rationale for selecting an additional program that was not developed internally. This program will demonstrate how a solid customer service training program can add value to your organization and provide a clear understanding of the planning, implementing and ongoing process. You will also see how an external customer service program also gives foundation for coaching.

David Pedrosa is currently employed as Department Head of Training with Starwood Hotels and Resorts Worldwide Inc. Some of his duties include maintaining existing information vehicles, creating/developing learning materials, training new associates in the ways of Starwood Preferred Services. Prior to joining Starwood, David spent 15 years in customer service with Continental Cablevision in Boston and Time Warner Cable in Austin. His time was spent in direct customer contact, training, support and coaching. David has been licensed as a facilitator of The MAGIC of customer relations program.

The average cost of turnover today is one and a half to three times a person’s salary. With turnover in the hospitality industry sometimes exceeding a hundred per cent the savings that can accrue by even a modest reduction in turnover can be staggering. For example a one-percent reduction added $14 million to one organizations’ bottom line.

In this dynamic fast paced session, participants will gain knowledge on best practices and strategies on how to select the best candidates and retain talented people. By attending this session you will learn how organizations are:

...Collapsing their hiring process from months to days.
...Reducing turnover by finding out whom will best fit into the organizational culture and the job.
...Leveraging automated and web-based technology.
...Lowering total hiring costs.
..."Wowing" candidates so that they want to work for the organization.
...Discovering ways to uncover the best candidates - they may already be working for you.
...Treating candidates like their best customers.
...Improving an interviewer’ confidence by giving them the tools they need to succeed.

Bruce Court is an experienced Human Resources consultant with over eighteen years of experience. He has consulted with hospitality organizations in the USA, Canada, and Europe. He has led practices that focus on Selection, Performance Management, Leadership Development and Organizational Change.