Why Online Reputation Management is Important
Speaker: Scott Caufield from Trip Advisor
Located in Room 142B

One of the great things about the digital age is that it has become easy for individuals to instantly share their thoughts and opinions with others online. This can mean great exposure for businesses when happy customers leave shining reviews or share their positive brand experiences with friends and family on social media. While positive comments can be great for a company, negative ones can be quite advantageous. Online reputation management helps businesses monitor what others are saying online in order to build and track their company’s online reputation.

Managing Customer Expectations
Speaker: Adrian Tonon from the City of Detroit
Located in Room 141

Excellent customer service and high customer satisfaction must start with understanding customers’ expectations. You need to know who your customers are and what they need. Customer expectations set the bar for customer satisfaction which also affects their repurchase decisions and customer loyalty.

Current Legislation and Issues Affecting the Hospitality Industry
Speaker: David Bargamian from Barris, Sott, Denn & Driker, LLC
Located in Room 142A

Learn more about what you need to know about the new overtime rules. While the new law applies to all employers nationwide, it could hit the hospitality sector harder than most. Nearly half of small business owners are unaware of their new obligations. The changes in the law are likely to have a significant impact on employers in the hospitality industry.