Keynote Sessions on Monday, June 17
- Perhaps you’ve heard this: “First impressions start in the parking lot.” Your guests’ assessment of excellence, welcome and personality begins not with your greeters but with your facility – the entire campus. How do you learn to see what your guests see so you can help them experience what you want them to experience?
Your Team is Guest Services
- Everyone on your team has a job to perform. But is their focus the facility or people? Task or relationship? In this session we’ll wrestle with the tension of performance and personal care. Believe it or not, everyone on your team is part of the guest services team.
- Grand Rapids, MI