PAII 2009 Conference and Trade Show Innkeeping Bed and Breakfast Featured Speakers

"Loved the conference and came away with a wealth of information, hence projects to improve business at the Lavender Inn"

Kathy Hartley, Lavender Inn

FEATURED SPEAKERS - 2009 Conference Featured Speakers


Dennis Snow	Peter Yesawich

Opening Keynote Presentation

DENNIS SNOW, customer service expert and
author of Unleashing Excellence: The Complete Guide to Ultimate Customer Service

Creating World Class Service: When dealing with difficult or unreasonable guests.

World-Class Service is not simply a matter of smiling employees who say "please" and "thank you." Everything your customer sees, hears or touches impacts their experience. "Everything speaks." Dennis will highlight how delivering world-class service requires careful orchestration of the entire customer experience with a focus on dealing with difficult guests or unreasonable requests. This inspiring general session with take you on a journey of discovering the key points of contact that make or break the customer experience, will show you how to elevate a customer experience from the ordinary to the extraordinary, and the customer service processes that make service excellence "business as usual" all the while offering strategies for keeping your cool and not taking to heart what can at times feel like a personal affront. Dennis began his career as a frontline attractions operator for Disney 30 years ago and has first hand knowledge about dealing with difficult guests and used that knowledge to eventually manage various operating areas throughout the famous theme park, learning and applying the same basic skills as an operator to run a world-class, service-driven organization. Dennis will provide practical solutions and insight that relate directly to you as B&B owners; knowledge you can immediately put to use.

SUPER SESSIONS

PETER YESAWICH , Chairman & CEO, YPartnership

You need to be able to get in the heads of your guests and future guests before they come through your doors...and even before they visit your website!  Peter, using data from his highly-respected National Leisure Travel Monitor, will be sharing with innkeepers the most valuable and salient information on consumer trends that will be impacting our segment of the hospitality and travel worlds.

Dr. Peter C. Yesawich is Chairman and Chief Executive Officer of Ypartnership, America's leading marketing, advertising and public relations agency serving travel, leisure and lifestyle clients. Ypartnership is an integrated marketing communications company that is known for its strategic thinking, breakthrough creativity, and innovation in marketing practice. The firm's Research and Brand Strategy Group is also regarded as one of the most respected sources of insights on the emerging travel habits, preferences and intentions of Americans, and co-authors the widely-acclaimed National Travel Monitor^TM survey with Yankelovich, Inc.

Yesawich is a frequent commentator on travel trends in such publications as The New York Times, The Los Angeles Times, The Wall Street Journal, USA Today, Time, Newsweek and Business Week, on the CNN, CNBC and MSNBC cable television networks, National Public Radio and BBC World. He is also a co-author of Marketing Leadership in Hospitality published by Prentice Hall. Listed in Who's Who in America, Yesawich is the recipient of the World Travel Award from the American Association of Travel Editors, The Albert E. Koehl Award from the Hospitality Sales and Marketing Association International (HSMAI), and the Silver Medal from the American Advertising Federation. He was also named one of the "25 Most Extraordinary Marketing Minds" by HSMAI, and is a member of the board of directors of the Travel Industry Association.