Every year you work diligently to organize and execute your annual
meetings and conferences. A lot of time and effort goes into outlining
your agenda, scheduling your sessions and identifying your presenters.
Attendees expect to take away informative, useful ideas that will assist
them in driving their business forward. And why shouldn't they?
Dr. Marc Clark is an accomplished author, writer, speaker and
entrepreneur. He is a service/hospitality veteran of close to three
decades and has conducted over 3,000 domestic and international seminars
in such locations as Mexico, Canada, Thailand, Taiwan, India, Switzerland,
Spain, Africa and the Caribbean.
Dr. Clark is the author of the
SMART
Management Workbook and
The
Manager's Toolkit. He contributes a monthly management
monogram to a variety of industries on such topics as human resources,
training & education, soft skills development, sales & marketing and
customer service. He offers his clients workshops, seminars, keynotes and
consulting support.
His energy and personal presentation style has up lifted audiences in
major U.S. cities from coast to coast. His sessions are packed with proven
strategies and tips useful to any business operator, manager, or staff
member. His presentations are speckled with humorous and common sense
stories to drive his points home.
He was the first recipient of the National Career Achievement in Human
Resources Training Award, and received the Distinguished Public Service
Award from the State of Tennessee. He also holds the designations of
Certified Hotel Administrator (CHA), Certified Human Resources Executive (CHRE)
and Certified Hospitality Educator (CHE) from the American Hotel & Lodging
Association. Dr. Clark was presented with the prestigious Lamp of
Knowledge Award, identifying him as an outstanding national educator.
We Want You, We Need You and We've Got
To Have You!!
Discover the best practices in retaining your employees. Build your own
"Retention Toolkit" (an overview of retention tools that management can
consider using in the retaining of their staff--employee relation tools,
compensation tools, benefit tools, workplace enhancement tools etc.) Learn
how to use rewards, recognition, and praise to satisfy staff needs and
help make employees feel connected to your organization.
Building a Respectable Image in the Community
Building a Respectable Image in the Community provides real strategies
on how to establish a rapport with the community through involvement by
owners, management, and employees. Types of involvement include community
partnerships, associations, volunteer work, and the impact this
"involvement" has on your business.
50 Great Ideas to Improve Your Business's Sales Strategies
The basic intention of sales at any size business is to identify, capture,
and retain customers to produce a profitable bottom line. The sales and
marketing effort must be considered an important part of every employee's
job, starting at the General Manager's position, working its way down to
those new hires involved in employee orientation. Discussion topics
include: Nine of the Most Common Marketing Mistakes, Great Customer
Resource Avenues to Tap Into, Solutions to Removing Selling Obstacles, and
much more..
Understanding Customer DNA (Da Need for Attention)
Customer service, satisfaction and expectations are three critical keys to
your business success. The customer expects to be satisfied. They want
what they want, how they want it, when they want it, at a price they want
it at. If a service provider cannot meet these needs, there is a good
possibility the customer will seek services else where. This session
explores the changing characteristics of today's customer base and what
triggers their buying habits. Discussion topics include: The 10 Customer
Service Habits that make a World of Difference, and the How Too's of
Creating Loyal Customers.
Have a Seat & Let's Talk: Interviewing With Power!
The session will be beneficial to both seasoned and new operators,
managers/supervisors who have the responsibility of interviewing potential
new hires and making a conscious decision as to whether or not the
candidate will be a good fit within the organization. Presentation is
filled with excellent content material and take-back tools: Managing the
three phases of the interview process, four core questions to validate
past performance, how to secure quality information on a reference check,
how to pre-program your interviewing techniques, key points a good
interviewer should never miss, the 12 minute performance based phone
interview
Singleness of Mind: Leadership through Performance Management
Participants will identify the strengths and areas of improvement in their
current leadership abilities. They will detect the steps that they should
take to create consistency in performance management throughout the
workplace. Content to cover such areas as: foundations of leadership, the
"human" in human relations, leadership/managerial behaviors top 20
checklist, and power of effective networking. Personal take back
development tools include, personal viewpoint feedback form, Leadership
Behavior profile, and building employee trust quiz. Interactive session.
Retaining Employees in Turbulent Times
Session will provide owners, managers, and supervisors with proven
strategies and retention tools that will aid them in effectively managing,
motivating, and mobilizing their workforce to product levels of service
"beyond the cutting edge". Content of session includes such topics as:
Techniques used by the 100 BEST COMPANIES TO WORK FOR to conquer workforce
retention challenges, How to identify the future talent needs within your
company and how to cultivate them, How your organization can become the
"Preferred Employer" in the eyes your employees. Gain insight into the
mindset of tomorrow's workforce, so that you can build loyalty,
commitment, and quality consciousness in the daily work environment.
Session is built around group interaction and will have strong take-back
materials.
Service is not about Making Promises, It's
About Keeping Them: Delivering World Class Service in any size Business.
Providing great customer service is a solid business decision with
lasting results. When your patrons are pleased, not only will they gladly
spend more for your products and services but you have a better than
average chance that they will call again. However, if they feel slighted
in any way, studies show that they would rather "walk than talk."
How do some operations stay, upbeat, maintain high service satisfaction
stats and get the job done, even when their operating "24/7"? These are
questions addressed in this session. Session content includes:
- The seven characteristics of a world-class service organization and
how your staff can perform just as well.
- World Class Customer Service Framework (Step-by-step process for
implementing such a program).
- How to provide a consistent level of quality customer service
through staff motivation while in the process converting satisfied
customers to loyal customers.
- The 4 major service concepts as defined by the customer.
- Thirteen service strategies that will unite all business units into
a single cooperative, collaborative, synchronized service enterprise.
Recruiting Talented GM's: Out Running the Competition
If you want change to happen within your organization, change demands a
new vision of the organization, one that recognizes that skilled talent is
a vital component of the business strategy, equally as important as
technology, marketing, human resources and finances. Hotel businesses rise
and fall on the strength of their people, especially those in the
leadership position of General Manager. Session content includes:
- Identifying creative ways to seek & recruit quality GM and potential
GM candidates.
- Understanding the importance of a structured recruiting process, one
that supports long-term retention.
- How to avoid frequently made mistakes in the hiring process.
- Developing a marketing and recruitment tool that draws quality
candidates to your door.
- How to use a "Talent Management" strategy to supports a company's
retention, career development and succession planning effort after
hiring the right candidate.
Presenting with Passion: Becoming a Skilled Presenter
An interactive session where participants learn how to
present their ideas with conviction, control, confidence, and composure.
They will gain the specific skills and direction their need to become
comfortable with their own presentation style. Topics include how to balance
nonverbal and verbal communications, concepts of adult learning, dealing
with anxieties, presentation preparation, managing the learning environment,
creating great support media and much more.
"Expanding another's comprehension is an exciting process, one which once
begun, never ends. There is no final destination, just a fantastic journey."
Introduction: