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:

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