GuestX 2020 Schedule

All room locations are at DoubleTree by Hilton San Diego Mission Valley, unless otherwise indicated.
The GuestX Program Schedule is subject to change.

Day 1 - Monday, February 17, 2020

12:00pm - 3:30pm
West Foyer
3:00pm - 5:00pm
The Deck
Welcome Reception
5:00pm - 6:30pm

Welcome Session
Sherron Washington

What’s the Use in Being Connected If We Don’t Have A Connection? How to Network Through Authentic Engagement

As technology advances and content explodes, we continue to spread our attention very thin — often all at once. As a result, impacting how connect with people genuinely. Creating an authentic interaction can go a long way when it comes networking. Whether online or offline and when done effectively, networking can provide you with a distinctive presence that will encourage others to be more willing to build an integral relationship. It is pivotal to remain authentic in your networking efforts in order to facilitate interest and engagement, utilizing communication tactics that are direct and complementary in order to build better business relationships. This session will teach you how to:

  • Create more meaningful interactions online and offline
  • Discover how you can amplify your genius more succinctly
  • Create more authentic networking to help expand your influence
6:30pm - 7:00pm
Town Hall
Be ready to meet, greet, and get to know your fellow conference attendees in an engaging town hall meeting.
7:00pm   Dinner on own

Day 2 - Tuesday, February 18, 2020

8:00am - 9:00 am
Morning Refreshments
9:00am - 12:00pm

Workshop 1
Bill Carl “BC” Johnson

Discover A Culture Your Guests and Employees Will Love

Crafting a culture of Service Excellence is the first step to increasing guest loyalty and increasing profits.  The way you bring it alive is to connect it to the Employee and Guest Experience.  Join Disney veteran Bill Carl “BC” Johnson as he shares insights on how to create, implement, and grow your Culture.  The hands-on workshop will cover many topics including:

  • Creating an Inspirational Culture
  • Inspiring employees through impactful instruction
  • Enabling leaders with impactful tools and techniques
  • Connecting Culture with business goals and objectives

The workshop will be an active learning community so bring your burning questions and be prepared participate in the dialogue and discussion. 

12:00pm - 1:15pm
1:15pm - 4:15pm
Workshop 2
Inclusive Venue Operations & Accessibility Panel Discussion
Ensuring your venue is fully inclusive can be a full time job.  This session will attempt to make this job a lot easier and cover all the tough topics.  These topics include ADA law updates from a member of our legal community as well as information on interpreters, closed captioning, nursing guest accommodations, sensory inclusion, wayfinding and much more!
4:15pm - 4:30pm   Break
4:30pm - 5:30pm
Breakout Spaces
  Town Hall
Be ready to meet, greet, and get to know your fellow conference attendees in an engaging town hall meeting.
Dinner on own

Day 3 - Wednesday, February 19, 2020

7:30am - 8:30 am
Morning Refreshments
8:30am - 11:30am
  Workshop 3

The Ritz-Carlton Leadership Center

Memorable Customer Service
Joseph Quitoni

Service is the true brand differentiator, and authentic, personalized service is what drives customer loyalty.

To create customer loyalty, you must first elevate the customer experience. This journey focuses on the emotional and psychological aspects of creating a culture where personalized and impressive service is the norm. Learning will continue as you are taken through The Ritz-Carlton methods for fulfilling unexpressed wishes and needs, learning to stay-in-the-moment, and creating personalized experiences that surprise and delight.

You will also discover and discuss the critical skills necessary for authentic customer engagement, and how to foster them in your employees.

11:30am - 11:45am
  Closing Session

We’ve built connections through authentic engagement, discovered a culture of service excellence, improved our education of accessibility and created memorable customer service. How will you apply each of these to your venue? We'll recap the week’s biggest takeaways and how our lessons learned can be applied to improve the overall experience, for both employees and guests, at your venue.
11:45am   Lunch on Own

Thank you to our global partners.