Dennis Snow	Peter Yesawich	Don Farrell	Bob Losyk	Joe Veneto

Jack Gilbert	Bill Bullard	Peter Reinhardt	gloria wright

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.

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.

Super Session
Don Farrell, EntrepenYOUR, Inc.
Guaranteed Ways to Dramatically Improve Revenues in Tough Times
Get ready to be surprised and entertained at this interactive presentation that will show you exactly what to do(and not to do)when a potential guest call Converting callers into guests is even more critical now. You will walk away with proven nuts-and-bolts skills guarenteed to increase bookings and your bottom line.

Hospitality Means Going Beyond the Call of Duty
Learn how to focus on the importance of creating a memorable guest experience from the initial contact to the end of their stay. Satisfying guests is an at that can be learned.

Super Session
Bob Losyk, Innovative Training Solutions, Inc.
Understanding your Inn Employee: Why They Stay and Why They Leave
Discover why your employees really come to work, and what they want. The hidden reasons employees leave and the true cost of turnover. Learn how to give and get feedback and ideas for spicing up your reward systems.

Get a Grip! Overcoming Stress & Achieving Balance In Your Life
Find out how to keep attitudes up when times are down. Discover individual reactions to stress and change, and how they differ, and the negative toll that stress takes on your body, mind, and daily productivity. You will leave this workshop with pragmatic skills on how to better manage the stress in your life.

Super Session
Joe Veneto, Opportunities Unlimited
Driving Opportunities in the Regional Drive Markets
This session provides both strategies and tactics to address current economic conditions and tap into the local consumer market to generate results. You will uncover the current pulse of consumers and the industry to allow you to better position your products and services for costumers. You will discover the most popular products and packages resonating with consumers and learn to leverage your business results through creative strategic partnerships. By implementing the ideas presented in this session, you will drive year-round results for your inn.

Super Session
Jack Gilbert, ED. D., New Page Consulting, Inc.
Using Ethical Wisdom
Every innkeeper faces ethical dilemmas: Give a refund to a complaining guest? Copy a competing inn's marketing theme? Learn some guidelines for deciding what's right when the path is not always clear.

Bill Bullard, Bullard Partners
The 14 Touches
Discover a system with 14 opportunities to "Touch" your guests. Learnt o convert more potential guests into paying guests, how to provide the necessary information to guests visiting your B&B for the future, how to follow up with previous guests, and how to use technology to simplify it all.

Increase Business During Slow Times
Learn about proven packages and strategies that drive business to your door and help you stand out above the competition. Gain more revenue from guests who have already booked through up selling niche packages. Distinguish between Value vs. Discount.