All sessions held in Metro Toronto Convention Centre 716B, unless otherwise indicated.
Sessions and times are subject to change.
Speaker: Laurie Barnett, Managing Director, Communications & Outreach, Southwest Airlines
Join Laurie Barnett, Southwest Airlines’ Managing Director Communications & Outreach, for an interactive session where she highlights and shares Southwest Airlines’ best practices for building a strong corporate Culture, training your People to deliver the best possible Customer Service, and empowering Employees to turn a negative Customer interaction into a positive one. Laurie will share examples from both in-person and social media Customer interactions at Southwest Airlines, a Company known for its People their exemplary Customer Service.
BootCamp Session 2
Monday, 5:30 PM - 6:30 PM
(Transportation will be provided. Please meet at MTCC South Entrance (Level 500 at Bremner Blvd.) at 3:15 PM. Buses will depart at 3:30 PM for Budweiser Stage. Sessions begin at 4:15 PM.)
Location: Outdoor Seating
Speakers: Heidi Snyder, Director of Operations, Levitt Foundation / Venue Manager, Levitt Pavilion Los Angeles, Mortimer & Mimi Levitt Foundation;
Safety & Security
Location: Green Room
Speakers: Speakers: Peter Ashwin, Principal, Event Risk Management Solutions; Guy Leininger, Technical Director, CEIA USA; Jason Allen, Sales and Special Projects Manager, US Testing Equipment, LTD;
This session will be a hands on demonstration of the latest in metal detector technology, including magnetometers and wands. Proper use will be discussed, along with ideal implementation.
Locations are subject to change based on venue's availability.
Speaker: Richard Andersen, CVE, ICD.D, President & CEO, Seafair
When leaders speak honestly about their most challenging issues, their "top 3" always seems to include a version of "my team is not functioning in a collaborative and effective manner.” Join Richard Andersen to explore ways to evaluate and address the core needs of your team. Through his engaging and interactive approach you will experience what works (and what doesn’t) on the road to leadership success. Gain valuable tools to help you see the “naked” truth of what it takes to create a culture your team will love.
Working with booking agents can sometimes become overwhelming. Many times event coordinators can be unsure of what type of agent is best for the various types of entertainment they will be booking and what information is required from them. This session will give a variety of options to think about when choosing the booking agent that is right for you, what your facility is trying to accomplish, and what information you will need to know when working with agents and their needs as well.
Today’s highly-connected facilities and organizations must contend with a constant barrage of continuously evolving cyber threats from criminals, nation-states, and those out just seeking to cause mischief. In this first of two cybersecurity-focused panels, a group of respected subject matter experts will share their insights into the threats and risks venues are facing today, and where those threats are moving in the near and longer term. Topics will include potential costs associated with security incidents – both successes and frustrations, impacts to operations and business continuity, and other potential unwanted outcomes that could result from a cyberincident. The expert panel will be facilitated by IAVM allied member Andy Jabbour, with Gate 15, and include cybersecurity experts: Travis Farral, Director of Security Strategy at Anomali; Erik Rasmussen, Partner at Grobstein Teeple; Irena Damsky, Cybersecurity Freelance Researcher.
What are the next ticketing issues facing amphitheaters and fairs? This session will focus on a variety of topics including: presale to fan clubs, artist holds, pre-event cash loaded on smartphones, and dynamic pricing trends. Come hear about the ticketing topics that will affect you in the next year.
Customer Service should never get old. Refreshing your training to energize your staff is important to sustain a superior customer service culture. This session will offer fresh tools to incentivize great customer service internally and improve service to venue clients and guests.
Following the opening session, panelists will discuss what venue and facility leaders can do to “prevent, protect against, mitigate, respond to, and recover from the” cyber “threats and hazards that pose the greatest risk” to their facilities and operations. Panelists will share best practices, lessons learned through recent incidents, and offer ideas on the tools, resources, and processes that can be considered to enhance operational and venue cyber resilience. From the “low-hanging fruit” and simple things organizations can do to more advanced security activities that leaders may want to consider to bolster preparedness and resilience. The expert panel will be facilitated by IAVM allied member member Andy Jabbour, with Gate 15, and include cybersecurity experts: Travis Farral, Director of Security Strategy at Anomali; Erik Rasmussen, Partner at Grobstein Teeple; (TBD).
Join us as we talk trash…literally. This session will feature a discussion of unique ways in which we deal with keeping our venues clean and fresh for our patrons. Discussion will include not only different techniques and equipment for cleanup, but also unique staffing and workflow ideas, sorting/recycling options, and more. This is a moderated discussion and participation from attendees will be encouraged. Come share the tricks of the trade that your teams have perfected in your own venues.
Speakers: Michael Garcia, CVE, Director of Industry Relations, Assistant Professor of Practice, Thornton School of Music University of Southern California;
Understanding key contractual protections for venues is a critical skill for venue managers working with many different stakeholders. This session will provide an overview of what type of documents are needed when dealing with vendors, artists, promoters, caterers, and more. Attendees will learn basic contract law jargon, the different types of agreements, and gain knowledge to enhance the formation, operation and termination of agreements within their venues.
Speakers: Dee Ann Hirsch, Sr. Park Manager - Internal Operations, Fair Park, TX; Michael Knott, Manager, Midway Concessions & Outdoor Exhibits, Canadian National Exhibition;Reggie Davis, Senior Vice-President, Craft Culinary Concepts; Angela Cabana, Regional Vice President, Spectra Food Services & Hospitality
Is the old permanent concession stand a thing of the past? This session will highlight the future F&B trends regarding mobile carts, seat ordering, and movable food locations.
Are you struggling with an issue at your venue that you can't seem to solve? Are you implementing the next great idea that you want to share with the rest of the industry? In this town hall, we are going to hit on the items that you want to talk about. Come equipped with these items and be prepared to walk out of the session with answers to your issues and ideas to help your staff be successful.