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Wednesday, March 26
 

1:00pm PDT

Hospitality Heroes: Engaging Your Front of House for Outstanding Guest Experiences
Wednesday March 26, 2025 1:00pm - 1:45pm PDT
This session highlights the vital role front-of-house staff play in crafting memorable guest experiences. Gain actionable strategies to energize and empower your team, ensuring they deliver exceptional service that transforms first-time visitors into loyal patrons.
Participants will know how to: 
  • Empower staff to make on-the-spot decisions that enhance guest experiences.
  • Build a culture of recognition that celebrates outstanding service and teamwork.
  • Enhance training focusing on soft skills like empathy and conflict resolution.
  • Personalize guest interactions by remembering preferences and special occasions.
  • Foster a feedback-driven environment to encourage continuous improvement.

Sponsored by:
Moderators
avatar for Nesha Arbano

Nesha Arbano

Event Producer, Duke and Van Deusen
Nesha Abarno is a dynamic leader in the hospitality and event industries with over 20 years of experience. Renowned for managing top-tier restaurants and producing high-stakes events, she has expertly helmed iconic venues like La Esquina and Beauty & Essex NYC, both celebrated for... Read More →
Speakers
avatar for Jess Rowland

Jess Rowland

Service and Hospitality Expert, The Restaurant Launch
With over 45,000 hours of server training experience, Jess Rowland is a true leader in the restaurant and hospitality industry. Over the past 26 years as a Regional Trainer for Hillstone, Jess played a key role in reinventing their 47-year-old service manual, creating one of the best... Read More →
avatar for Christopher McFadden

Christopher McFadden

Founder & Hospitality Career Coach, The McFadden Group
Christopher brings over 25 years of experience in restaurant management and sommelier roles, primarily on Canada’s West Coast, giving him a deep and confident understanding of the hospitality industry's needs.  In 2022, he returned to his hometown of Burlington, Ontario, with his... Read More →

Wednesday March 26, 2025 1:00pm - 1:45pm PDT
Room #221

2:00pm PDT

The Impact of People-First Leadership on the Restaurant Business Model
Wednesday March 26, 2025 2:00pm - 2:45pm PDT
Explore how adopting a people-first approach can transform your restaurant's business model by fostering loyalty, increasing productivity, and enhancing customer experiences. This session dives into actionable strategies that link employee satisfaction with financial success, paving the way for long-term growth in the industry.
Participants will learn to:
  • Empower employees by creating a supportive environment that encourages ownership and excellence in their roles.
  • Build trust to form a foundation for team resilience and long-term business stability.
  • Understand the connection between employee well-being and customer experience, focusing on mutual benefits.
  • Gain insights on structuring training programs that increase competency, reduce turnover, and align with company values.
  • Learn to achieve profitability through people-centric practices that improve morale, retention, and revenue.
Speakers
avatar for Jim Taylor

Jim Taylor

Managing Partner/Founder, Le Crocodile by Rob Feenie/Benchmark Sixty Restaurant Services
Over the last 20+ years, Jim has helped to fuel the growth of a leading national restaurant brand, consulted with hundreds of other restaurants to navigate the ever changing restaurant industry, and is the managing partner at Le Crocodile by Rob Feenie, a french fine dining restaurant... Read More →
Wednesday March 26, 2025 2:00pm - 2:45pm PDT
Room #221
 

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