GuestX 2022 Schedule

The GuestX Schedule is subject to change.

Day 1 - Monday, February 7, 2022

3:30 PM - 5:30 PM Registration  
4:00 PM - 5:00 PM Town Hall - All Together

Town Hall - All Together
Be ready to meet, greet, and get to know your fellow conference attendees in an engaging town hall meeting.

Speaker - Zach Rutkowski & Erin Wylie

5:00 PM - 6:30 PM

Welcome Session 

Milkshake - 11 Tips and 3 Critical Ingredients to Revolutionize Your Guest Experience

People are leaving the workforce in record numbers. They are exhausted, stressed, burned out and simply disillusioned and unmotivated by the work experience. Finding and retaining people to work in support of our guest experience has never been more daunting. It’s time to shake it up: the illuminated leader creates an inspired working environment, maximizing the contributions of each team member and incorporating accountability processes that everyone can get behind. Join Richard Andersen of VSG Advantage Training where he will share foundational philosophies and valuable actions to help you attract and retain team members who will be excited to get to work making a positive difference each day.

Speaker - Richard Andersen, CVE 

6:30 PM
Dinner on own

*Times/Schedule Subject to Change

Day 2 - Tuesday, February 8, 2022

8:00 AM - 9:00 AM Breakfast Town Hall-Universities
9:00 AM - 10:30 AM
Workshop 1

The Best Adult Learning Methods for Teaching Crowd Psychology
Venue personnel trained in crowd psychology are more effective crowd managers. Trained personnel can better assess complex crowd dynamics that lead to violence and other harm, and more quickly identify and implement effective interventions. This workshop will cover basic crowd psychology principles and evidence-based adult learning practices that will enhance your training curriculum and protocols.

Speaker - Tamara Herold, Ph.D.

10:30 AM - 11:00 AM Break Sponsor Showcase
11:00 AM - 12:30 PM  Workshop 2 De-escalating Techniques & Strategies and improving Guest Service Team Engagement
Goals: De-escalate undesired behavior while managing intense emotions leading to potentially aggressive Situations followed by a workshop integrating team engagement, identifying training gaps pertaining to Health, Safety, Security and Guest Services. Workshop Objectives:  Increasing your Teams observational capabilities through assumptive risk analysis by building a hazard library of potential hazards reported in a controlled environment in order to improve workplace conditions and implement better Guest Services and Safety & Security Training.

Speaker - Mark Herrera
12:30 PM - 1:30 PM
1:30 PM -3:30 PM
Workshop 3
Leading Change in Disruptive Times
There is little "usual" in business these days.  Change is constant.  How should guest experience leaders adapt? This workshop will teach attendees how to apply current Change Management theory taught in Executive MBA programs to venue operations. Starting with a new approach to defining today's problems, we will explore a process for leading change with your stakeholders with an opportunity to create a map for change at your organization.  In working through a model for change leadership, you will have an opportunity to crowdsource solutions to a common set of problems defined by the GuestX attendees.

Speaker - Don Lang, MBA
3:30 PM - 4:00 PM Sponsor Showcase  
4:00 PM - 5:00 PM Town Hall - By Sector  
5:00 PM - 6:00 PM Networking Reception  
 6:00 PM Dinner on own  

*Times/Schedule Subject to Change

Day 3 - Wednesday, February 9, 2022

8:00 AM - 9:00 AM Breakfast  
9:00 AM - 10:30 AM Workshop 4 Maintaining A Trained Workforce
In this session, Daniel Ward, Director of Training and Exercise at NCS4 will discuss the process of identifying training needs for venue staff. GuestX attendees will participate in activities designed to develop an understanding training needs, bolster organizational decision-making, identify opportunities for training, and discuss the significance and application of drills and exercises. The goal of this workshop is to provide a road map for continuously improving organizational training and development.

Speaker - Daniel Ward
10:45 AM - 11:30 AM Closing Session Conference Wrap-up
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.

Speaker - Zach Rutkowski & Erin Wylie
11:45 PM Lunch On Own  

*Times/Schedule Subject to Change

Thank you to our global partners.