GuestX
Guest Experience & Crowd Management Conference
February 20 - 22, 2018 /Minneapolis, MN

GuestX 2018 Schedule

All room locations are at Hyatt Regency Minneapolis, unless otherwise indicated.
The GuestX Program Schedule is subject to change.

Day 1 - Tuesday, February 20, 2018

9:00am - 12:00pm
Lake Calhoun
  CVP Testing
Prior registration required with approved CVP application
2:00pm - 6:00pm
Great Lakes Promenade
 
Registration
5:00pm - 6:00pm
Great Lakes B
 
Session 1: Town Hall  
 
Be ready to meet, greet and get to know your fellow conference attendees in an engaging opening night activity to kick off the start of GuestX! 
6:00pm - 6:30pm
Great Lakes B
 
Ice Breaker

Day 2 - Wednesday, February 21, 2018

7:30am - 4:00pm
Great Lakes Promenade
 
Registration
8:00am - 9:00am
Great Lakes C
  Morning Refreshments
9:00am - 9:45am
Great Lakes B
 
Session 2: Workshop on Crowd Management / Ingress
9:45am - 10:15am
Great Lakes Promenade
  Sponsor Showcase
10:15am - 11:00am
Great Lakes B
 
Session 3: Protest & Crowd Management
11:15am - 12:00pm
Great Lakes B
  Session 4: Life Safety Group Exercise
12:15pm - 1:15pm
Great Lakes C
 
Lunch
1:30pm - 2:15pm
Great Lakes B
 
Session 5: Stop the Bleed
2:30pm - 3:45pm
Great Lakes B
 
Session 6: User Group Roundtables
3:45pm - 4:15pm
Great Lakes Promenade
  Sponsor Showcase
4:15pm - 5:00pm
Great Lakes B
 
Session 7: Building Up Your Team After Tragedy

Day 3 - Thursday, February 22, 2018

7:30am - 4:00pm
Great Lakes Promenade
 
Registration
8:00am - 9:00am
Great Lakes C
 
Morning Refreshments
9:00am - 9:45am
Great Lakes B
 
Session 8: Personal Development/MIndfulness
9:45am - 10:15am
Great Lakes Promenade
  Sponsor Showcase
10:15am - 11:00am
Great Lakes B
 
Session 9: Situational Awareness/Combining security concerns & guest services
11:15am - 12:00pm
Great Lakes B
 

Session 10: Town Hall

12:15pm - 1:15pm
Great Lakes C
  Lunch
1:30pm - 2:15pm
Great Lakes B
 

Session 11: Ruby Newell-Legner, CSP, Fan Experience Expert
Employee Engagement Comes Before Guest Engagement

When employees are happy it creates a culture for positive guest experience within your venue. Re-energize your organization by reviewing best practices for employee engagement to promote positive experiences for guests and staff.

Learning Objectives:

By the end of this session, participants will be able to:

  • Outline key components in a successful onboarding for new employees.
  • Identify ways to clarify expectations and hold employees accountable.
  • Design and deliver a staff recognition program to promote staff engagement.
2:30pm - 3:15pm
Great Lakes B
 
Session 12: ADA & Sensitivity Training
3:15pm - 3:45pm
Great Lakes Promenade
  Sponsor Showcase
3:45pm - 4:30pm
Great Lakes B
 

Session 13: Featured Speaker: Chris Bryant, National Speaker, Corporate Trainer & Guest Experience Expert

THE ULTIMATE GUEST EXPERIENCE: Keys to Creating Memories and Overcoming Challenges that Keep ‘em Coming Back

Can the quality of your current guest experience weather any facility challenge and still deliver superior service? The ability to transcend issues and create a positive memory at every touch-point has never been more important in the sports and entertainment industry. This transformative session will offer proven techniques from an industry expert in building a culture of service excellence and consistency. Learn the secrets to success from a former Training Director with the Ritz-Carlton Hotel Company and NBA award-winner in the fine art of premium service. Our dynamic speaker has inspired over 35 professional sports franchises and venues by providing unique tools on how to provide the ultimate guest experience.

5:30pm - 7:00pm   Closing Reception
IAVM is grateful for
the support of our
Global Partners:

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