2010 SPEAKERS
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Phil Bruno - Speaker/trainer, Consultant - Treat 'em Right, The Total Customer Experience
Phil Bruno, professional speaker, trainer and consultant, works with organizations to exceed internal and external customer expectations. He does this through engaging keynote speeches and training sessions. Bruno began his professional career in Corporate America looking for ways to meet the needs of his own organization, Anheuser-Busch, but his appreciation for excellent customer service began much earlier.
Bruno was raised on "The Hill," a famed Italian-American neighborhood in St. Louis known for its sense of community, hospitality, and great Italian restaurants. Bruno's first jobs included helping with his father's painting business and working as a bus boy for Cunetto's House of Pasta. Both were small family-owned businesses that survived purely upon quality of product and exceptional service.
In 1980, Bruno graduated from Parks College of St. Louis University with a B.A. in Travel, Tourism and Transportation, essentially a business degree with an emphasis on service. While in college, he developed a relationship with Anheuser-Busch and, for the next 17 years, applied what he had learned in a series of hospitality management positions with the Fortune 500 giant.
He managed tour & gift shop operations in Florida and New Hampshire, progressing with larger staffs, more budget and responsibility culminating at the Anheuser-Busch Corporate Tour Center at AB world headquarters and then for 6 years at Grant's Farm, the Busch family estate and original Busch Gardens. His trademark strength was increasing employee satisfaction with large staffs that in turn led to excellence in Guest satisfaction.
Since 1999 Phil has worked independently as a speaker, trainer and consultant throughout country, with hundreds of clients and thousands of audience members spread across all industries.
Bruno says, "We are way beyond satisfaction now. The Experience Economy is upon us and if you don't know what that means, you need to slap yourself and dial in before it's too late... If you are not satisfying customers, you're just not in business anymore. People rate their entire experience when purchasing products or services between competitors. The new breed of employee is doing the same thing with their employment experience. You can't exceed customer expectations until you provide a very positive experience for your employees. "The answer, Bruno found, came from one of his clients who simply said you have to "Treat 'em right." Thus the name of his company,
Treat 'em Right, The Total Customer Experience. |
Session:
Opening Keynote:
“Engaging the New Value Seekers”
Top 5 Strategies Taken By Industry Leaders in 2009 Tourism Strategies for a Desperate Economy
The Difference Between Satisfaction and Exceeding Expectations |
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Amanda Hite
CEO and Founder of Talent Revolution, Inc.
Amanda Hite, CEO and Founder of Talent Revolution, Inc, is a Change Agent who's bringing sexy back to corporate thinking and people performance. An Army kid who lived in 32 homes by the age of 18, Amanda earned her Masters in Street Smart Psychology.
Amanda started her career in the service industry 17 years ago and, by the age of 19, was running a retail establishment and became General Manager of her first restaurant. Amanda quickly worked her way to becoming a Director for Thomas & King, a 7,600-employee company and the nation's eighth largest franchisee. Leading T&K's Recruiting, Training and Talent initiatives, Hite became well known for developing innovative HR tools such as LeaderQuest, a web-based career development application, and for leveraging social media to engage talent.
In 2008, Amanda, along with her Dream Team, founded Talent Revolution, Inc., THE relevant talent acquisition and consulting agency. TR's dynamic group consists of experienced former Executive and C-Level Industry leaders mixed with emerging Web 2.0 Influencers and game changers. TR uses innovative 21st Century solutions to help companies maximize their Return On Talent.
As a thought leader, Amanda has been featured on the cover of Nation's Restaurant News, if frequently requested to be a keynote speaker on the topics of recruiting and engaging talent in the 21st Century, and is a Board Member on the Association of Hospitality and Recruiting Executives (AHRE).
Amanda has a passion for the future generation of leaders. She often volunteers her time, passion, and talents to youth leadership and community programs where she inspires young people to be true to their authentic selves, unleash their talent's potential, and live their Ultimate Career Lifestyles. |
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Ken Wasco
As an educational entertainer, Ken Wasco weaves academic theory and work place reality into humorous, uplifting, and enthusiastic sessions that wake up an audience to the power of focus and personal potential. Trainers, education coordinators, and executives from international associations, corporations, and civic groups have invited Ken back again and again to rev up their meetings, charge up their teams, and motivate their people. The topics Ken addresses are diverse, and all of them speak to situations that are common to everyone, no matter their walk of life or the size of the group. Whether holding a one-on-one mentoring session or keynoting a convention for hundreds of professionals, it's obvious that Ken "walks his talk" by putting his fundamental communication principles to work for himself daily.
A believer in life-long education, Ken has a slow start, working hard to achieve a succession of personal and professional accomplishments. Participants in Ken's seminars quickly get in sync, finding it easy to relate to someone who repeatedly had to pry open doors that had been closed by others.
People who meet Ken are surprised to learn that he was painfully shy and introverted as a child. Told that he would always have a "tough time of it," he didn't let others slow him down. He kept his goals in mind, always balancing family, education, and work place reality. Ken now holds graduate degrees in management, systems, and communications, and is a catalyst employed in marketing and research leadership with GFS.
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Session:
Closing Keynote |
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Janie Wiltshire
Janie Wiltshire is a hotel VETERAN with a career that spans over 25 years. She began as a desk clerk and worked her way through the industry with positions including Guest Services Manager at Hyatt, Director of Sales at Sheraton, General Manager at Marriott, and Corporate Director of Sales and Marketing. Janie opened the first Homewood Suites for Hilton Hotels and operated their training center property. Her hands-on approach to hospitality separates her from many speakers today.
Over a decade ago, Janie started Due West Company and has worked with thousands of hotels and corporations worldwide. She travels internationally as a recognized public speaker and trainer for the hospitality industry. She is a frequent guest speaker to virtually every international hospitality brand. Hear her once and you’ll see why brands bring her back to their audiences.
Janie’s personal story of courage and determination will touch your heart. Not only does she know the hotel industry inside and out, she inspires her audience to greatness every time. Her delivery is passionate and focused on her life experiences. She goes beyond a motivational moment and creates a sense of urgency for YOUR results.
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Keynote: Seeing Green Again! No More Excuses
Breakout: VisINnary SELLING |
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2010 SESSIONS
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Keynote
“Engaging the New Value Seekers”
Top 5 Strategies Taken By Industry Leaders in 2009
SPEAKER: PHIL BRUNO
Engaging the New Value Seekers reviews the current behavioral and attitudinal characteristics among consumers during today’s recessionary environment. The program briefly reviews the historical influences that have shaped consumers and concludes with the most recent trends that have shaped today’s new value seekers economy. Recently conducted focus group findings among generational segments reveal the influences current consumers are taking into account as they plan their spending decisions.
An ongoing research and case study presentation, Engaging the New Value Seekers goes on to outline the top five tactics being utilized by high-profile leaders who are realizing significant success within their brand category. Four individual case studies, each from a different brand category within the tourism and hospitality industry, are reviewed. Summarizing the case studies demonstrates how each business is essentially implementing the same top five tactics within their respective organization.
Attendees actively participate in a brand building application exercise wherein they identify their organizations core values and outline potential promotions that could be based on those values.
Attendee key benefits gained from this positive, upbeat and interactive program include shared tools and strategies that are real and working today. The resources to begin an organizational plan to begin acting with value in mind and an action guide. The action guide includes application exercises to allow participants to develop strategies implementing key lessons gained from the program to work within their own organization.
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Hotel Track
The Difference Between Satisfaction and Exceeding Expectations
SPEAKER: PHIL BRUNO DESCRIPTION COMING SOON! |
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Tourism Track
Tourism Strategies for a Desperate Economy
SPEAKER: PHIL BRUNO
DESCRIPTION COMING SOON! |
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Seeing Green Again! No More Excuses
SPEAKER: JANIE WILTSHIRE
Have you been whining? Has the economy got you in a funk? The RED stop sign in your mind is not working for you! It is time to think GREEN! Revenue is the answer to all your worries. Get up and get on with it! This wake-up call session will alert you to all the excuses that have prevented you from moving forward. You will learn how to identify the habits and thought patterns that have brought you to this moment. Learn what is truly possible and then make it happen. Janie Wiltshire and her story will cause you to take responsibility for your own actions and go beyond where you are presently performing. You will find out why her sessions are always packed and people ask for her year after year! See GREEN again in your business by attending this program!
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VisINnary SELLING
SPEAKER: JANIE WILTSHIRE
The eyes have it! You must be able to see into the future to be successful today. Selling is about planning and strategy. Learn why a one-time approach does not work in today’s business climate. Hear the specifics you need to focus on with your clients to develop and keep long-term relationships. Find out how you can differentiate yourself from your competition by guiding and directing your customers on a path to their success. Get your 20/20 vision TIPS, as you discover in this fast-paced workshop, how to see and sell at the same time! |
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