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
6:30pm - 8:00pm   Opening Reception

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: Homeland Security Exercise and Evaluation Program (HSEEP)

The Homeland Security Exercise and Evaluation program (HSEEP) provides a common approach to assist Exercise program managers in the development, execution, and evaluation of exercises which address the priorities established by an organization's leaders. The priorities may be based on strategy documents, threat and hazard identification and risk assessment processes, capability assessments or the results from previous exercises and real-world events.  Through improvement planning (exercises), organizations can take the corrective actions identified and use them to improve plans, build and sustain capabilities, and maintain readiness.

12:15pm - 1:15pm
Great Lakes C
 
Lunch
1:30pm - 2:30pm
Great Lakes B
 
Session 5a: Sector-Specific Tabletop Exercise Program (SSTEP)

SSTEP’s are designed and developed for Critical Infrastructure Owners and Operators to address concerns from their particular sector, or threats/hazards facing multiple-sectors, using Pre-built scenarios and discussion questions which can be tailored to an individual organization’s needs.  All Scenarios are notional, but realistic and templates are provided to guide the planners through the entire process.

 
 
Session 5b: Tourniquet Training


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: User Group Roundtables
4:00pm - 4:30pm
Great Lakes Promenade
  Sponsor Showcase
4:30pm - 5:15pm
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: 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 Promenade
  Sponsor Showcase
10:15am - 11:00am
Great Lakes B
 
Session 9: Situational Awareness/Combining Security Concerns & Guest services

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.

Learning Objectives:
 
  • Enhancing conflict management to assist one in preventing confrontations from becoming volatile situations
  • Enhancing professionalism and assisting employees in recognizing the impact their words or actions have on the public
  • Identifying pre-assault indicators and non-verbal “behavioral posturing” prior to threat engagement
  • Controlling the body’s physiological effects during uncomfortable situations to gain maximum control with a positive outcome
  • Reducing vicarious liability by training employees how to handle encounters skillfully and professionally thereby, reducing potential complaints and lawsuits
  • Leveraging guest services to mitigate safety and security risks
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.

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

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.
 
Learning Objectives:
 
  • Sensory Inclusive Training
  • Update on current ADA laws and changes
  • Sensory Friendly v Sensory Inclusive
3:15pm - 3:45pm
Great Lakes Promenade
  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.

5:30pm - 7:00pm
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: