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 - 6:30pm
Great Lakes C
 
Opening Reception / Sector 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! 
6:30pm - 7:00pm
Great Lakes C
 
Ice Breaker
7:15pm   Buses depart for US Bank Stadium
7:30pm - 8:30pm   US Bank Stadium Tour
8:45pm   Buses depart for return trip to Hotel

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: The Bold North: A Journey Through Super Bowl LII

Moderator: Billy Langenstein, CSSP, Director Event Services, U.S. Bank Stadium/SMG
Panelists: Brittany Allen, Special Events Coordinator, City of Minneapolis; Kyle Chank, Vice President Operations, Minnesota Super Bowl Host Committee; John Drum, Assistant General Manager, Stadium Operations, U.S. Bank Stadium/SMG

Listen and learn from executives throughout the City of Minneapolis who put together Super Bowl LII and delivered a Fans First experience.
9:45am - 10:15am
Great Lakes C
  Sponsor Showcase
10:15am - 11:00am
Great Lakes B
 
Session 3: Protest & Crowd Management

Speaker: Andrew McQuillan FdA GSP MIIRSM, Crowd Management Consultant, The Crowd Management Company

This experiential learning exercise will focus on the founding principles of crowd management and assessing space.  The session will include a crowd density exercise, suggestions on tools to use for crowd management, and how to use them in your own venue.
11:15am - 12:00pm
Great Lakes B
  Session 4: Homeland Security Exercise and Evaluation Program (HSEEP)

Speaker: Ken Jaeger, Stakeholder Readiness and Exercises Section Chief, U.S. Department of Homeland Security


The Homeland Security Exercise and Evaluation program (HSEEP) provides a common approach to assist venue managers in the development, execution, and evaluation of tabletop exercises. Tabletop exercises enable you to identify roles and responsibilities under crisis. These tabletops can be based on strategy documents, threat and hazard identification, assessment processes, and capability assessments. HSEEP exercises and evaluation doctrines are flexible, adaptable, and are for use across all venue types. 

12:15pm - 1:15pm
Great Lakes C
 
Lunch sponsored by ABI MasterMind
1:30pm - 2:30pm
Great Lakes B
 
Session 5a: Interactive Tabletop Walkthrough

Speaker: Ken Jaeger, Stakeholder Readiness and Exercises Section Chief, U.S. Department of Homeland Security

This practical discussion-based session will demonstrate how you can apply HSEEP principles at your own venue. All scenarios are theoretical, but realistic, and templates will be provided to guide attendees through the entire process.
1:30pm - 2:30pm
Great Lakes A1-A2
 
Session 5b: Stop the Bleed  National Awareness Campaign


Speakers: Jason Chapman, Firefighter/Paramedic, Los Angeles Fire Department and Homeland Security Division, TEMS Unit;
Jason Shelton, Firefighter/Paramedic, Los Angeles Fire Department and Homeland Security Division, TEMS Unit

Launched in October 2015 by the White House, Stop the Bleed is a national awareness campaign intended to cultivate grassroots efforts that encourage bystanders to become trained, equipped, and empowered to help in a bleeding emergency before professional help arrives.

No matter how rapid the arrival of professional emergency responders, bystanders will always be first on the scene.  This training session covers the basics of bleeding control, including proper tourniquet use and how to help a colleague, friend, stranger – or even you – survive a traumatic bleeding incident.

Attendees will learn how to control a bleed using compression, wound packing, and a tourniquet. 

2:45pm - 4:00pm
Great Lakes B
 
Session 6: Roundtables


Topics Include: 

  • ABI User Group
  • Alvarado User Group
  • How Service Standards Are Revolutionizing the Guest Experience - Chris Bryant 
  • Rethinking Accessibility in the 21st Century - Julian Maha, M.D.
  • How to set up a Guest Experience Council - Ruby Newell-Legner, CSP
  • Ungerboeck User Group 
  • Attendee Created Topics

2:45-2:50pm - Quick Welcome  

2:50-3:10pm – Rotation 1

3:15-3:35pm – Rotation 2

3:40-4:00pm – Rotation 3
4:00pm - 4:30pm
Great Lakes C
  Sponsor Showcase
4:30pm - 5:15pm
Great Lakes B
 
Session 7: Post Crisis Recovery: Building Up Your Team 
 
Speaker: Geoff R. Hinds, Chief Executive Officer, San Bernardino County Fair

When tragic events occur, they can have a tremendous impact on you and your staff.  This session will focus on four recent events and their impact on the local venue team, the lessons learned, and the long term, cultural and systematic changes that resulted.

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: You Can’t Pour Out of an Empty Cup: The Importance of Wellbeing 

Speaker: Laura Manydeeds, CWP, Wellbeing Program Administrator, University of Minnesota

Imagine waking up feeling full of passion, having energy, a clear mind and a positive attitude; How amazing would that feel? The good news is that we all have the power to make that happen.

Learn how to invest in yourself to create opportunity, the value of being intentionally present, and how find ways to help cope with unnecessary stress in and out of the workplace. This session will help promote ways to revive yourself in and out of the office, managing a busy routine and finding intentional purpose to feeling better physically and mentally.

9:45am - 10:15am
Great Lakes C
  Sponsor Showcase
10:15am - 11:00am
Great Lakes B
 
Session 9: Risk Mitigation Through Guest Service Interjection 

Augmenting situational awareness and mitigating risk through guest Service Interjection by providing the tools to increase observational capabilities of anonymously behavior and identifying behavioral patterns not conducive to the environment.  Establishing mental preparation, response, and mitigation to Environmental Threats.  Employees, Key Stakeholders and   will receive the tools of survival by learning to scan the environment and sense danger, challenges, and opportunities, while maintaining the ability to conduct normal activities.
 
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: Employee Engagement Comes Before Guest Engagement

Speaker: Ruby Newell-Legner, CSP, Fan Experience Expert

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.

2:30pm - 3:15pm
Great Lakes B
 
Session 12: ADA & Sensitivity Training

Speaker: Julian Maha, M.D., Founder, KultureCity

As a service industry, we have a never-ending commitment to evolve and better meet the needs of our guests with disabilities. In this session, we dive into a new industry trend as it pertains to a movement that allows individuals with sensory needs to comfortably experience all that our events have to offer. To achieve this, we will cover topics such as sensitivity training, updated ADA regulations and potential new amenities that can be offered at your venue.
3:15pm - 3:45pm
Great Lakes C
  Sponsor Showcase
3:45pm - 4:30pm
Great Lakes B
 

Session 13: THE ULTIMATE GUEST EXPERIENCE: Keys to Creating Memories and Overcoming Challenges that Keep ‘em Coming Back

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

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.

4:30pm
Hotel Bar

  Informal Happy Hour
IAVM is grateful for
the support of our
Global Partners:

GET IN TOUCH

Have a question for us? We’d love to hear from you! Fill out this contact form, and we’ll make sure the most appropriate department receives your message.

JOIN IAVM

Join the passionate venue industry leaders who are IAVM: