2018 Visitor Services Summit
2018 Visitor Services Summit
Sep 23, 2018
Sep 25, 2018

Monterey, CA
USA

The Visitor Services Summit offers professionals vested in the planning, development, and management of visitor experiences within their destinations an opportunity to:

Exchange ideas and solutions: Engage peers across various destinations in discussions about the transition from brick and mortar to digital, re-use of visitor services centers, the fusion of staff and volunteer management and more!

Learn new practices, opportunities, and resources: Hear from forward-thinking leaders and practitioners on emerging practices and case studies to exemplify what's new, what's working, and what's ahead.

Network and connect: Create invaluable relationships with your fellow visitor services professionals that you can rely on for advice and assistance throughout the year.

Speakers

Schedule

Sunday September 23, 2018
3:00pm - 6:00pm
Registration
Details +

Location: De Anza Foyer

5:30pm - 6:00pm
First Timers Welcome
Details +

Club Room, Portola Hotel

6:00pm - 7:30pm
Welcome Reception
Details +

Location: The Club Room, Portola Hotel


Brief welcome from Monterey County CVB staff and

Alison Best, Executive Vice President, Membership Engagement, Destinations International

7:30pm - 9:30pm
Dinner on Own
Monday September 24, 2018
8:00am - 9:00am
Networking Breakfast & Gift Exchange
Details +

Location: De Anza III

8:00am - 5:30pm
Registration
Details +

Location: De Anza Foyer

9:00am - 9:30am
Welcome Remarks
Details +

Welcome Remarks-

Tammy Blount-Canavan, FCDME, President & CEO of Monterey County CVB and

Alison Best, Executive Vice President, Member Engagement of Destinations International


Location: De Anza I & II

9:30am - 10:30am
General Session I
Details +

Location: De Anza I & II


Keynote Featuring Simon Bailey Simon T. Bailey is an Innovator, Educator, and Writer, whose life's purpose is to teach 1 billion+ people how to be fearless and create their future. He has more than 30 years' experience in the hospitality industry, including serving as sales director for Disney Institute and has worked with more than 1,600 organizations in 45 countries. Simon has been named one of the top 25 people who will help you reach your business and life goals by SUCCESS magazine, joining a list that includes Brene Brown, Tony Robbins and Oprah Winfrey. He is the author of nine books and his Building Business Relationships on Lynda.com has been viewed by more than 750,000 people. His Goalcast video, released Father's Day 2018, has over 38 million views worldwide

10:30am - 11:00am
Networking Break
Details +

Location: De Anza III

11:00am - 11:30am
WOW Awards Presentations
Details +

Location: De Anza I & II

11:30am - 12:30pm
WOW Awards Breakout: Most Replicable
Details +

Location: Bonsai II

11:30am - 12:30pm
WOW Awards Breakout: Most Creative
Details +

Location: De Anza I & II

11:30am - 12:30pm
WOW Awards Breakout: Most Cost-Effective
Details +

Location: Bonsai I

12:30pm - 1:45pm
Lunch
Details +

Location: De Anza III

1:45pm - 3:00pm
General Session: Crisis Preparedness
Details +

Location: De Anza I & II


Session presented by:


Suzi Hubbard, Assitant Manager, Visit Napa Valley

Jennifer Anderson, CTA, Visit Baltimore

David Gonzalez, Director of Communications, Visit San Antonio

3:00pm - 3:30pm
Networking-Coffee Break
Details +

Location: De Anza III

3:30pm - 4:30pm
60 Ideas in 60 Minutes
Details +

Location: De Anza I & II

4:30pm - 5:00pm
General Session: DMAP
Details +

Location: De Anza I & II

7:00pm - 9:00pm
Networking Dinner - Monterey Beach House
Details +

Location: Monterey Beach House

Tuesday September 25, 2018
8:00am - 9:00am
Breakfast
Details +

Location: De Anza III

9:00am - 10:00am
Communication Is a Two-Way Street: Maximize Every Communication Opportunity
Details +

Location: De Anza I & II


Maximize your communication potential to build trust and rapport and form stronger relationships. Speaking or listening; each are critical to your every-day life with Volunteers, Guests, Peers and other Leaders. Marla Benson prepares you to improve communication and influence as well as lessening frustration and increasing mutual understanding. Achieve better comprehension of others and be more clearly understood by using Marla’s superior techniques.

10:00am - 10:30am
Networking-Coffee Break
Details +

Location: De Anza III

10:30am - 12:00pm
Shirtsleeve: Technology in the Visitor Center
Details +

Location: Bonsai I


Round 1: 10:30 AM - 11:15 AM

Round 2: 11:20 AM - 12:00 PM


 Join a robust discussion regarding the use of technology in Visitor Centers ranging from people counters to POS systems, touch screens to virtual tours and everything in-between.  

10:30am - 12:00pm
Shirtsleeve: How to Have Difficult Conversations with Volunteers
Details +

Location: De Anza I & II


Round 1: 10:30 AM - 11:15 AM

Round 2: 11:20 AM - 12:00 PM


For some Visitor Information Centers, volunteers are the lifeblood of the center – we wouldn’t be able to operate without them. But when you find yourself facing unacceptable or inappropriate behavior from a volunteer - such as absenteeism, poor attitude, reluctance to change, conflicts with other volunteers or staff - what’s the best way to address the issue without losing the volunteer? In this shirtsleeves session, we’ll share real situations and discuss the best practices for handling them. 

10:30am - 12:00pm
Shirtsleeve: Welcome Center Events
Details +

Location: Portola Room

Round 1: 10:30 AM - 11:15 AM

Round 2: 11:20 AM - 12:00 PM


Events and programming can be a great way to increase traffic to and awareness of VICs; however, they can also be costly and time-consuming. Join a collaborative dialogue with your colleagues to brainstorm ways to efficiently activate your VIC including types of events, audiences, marketing, and more.  

10:30am - 12:00pm
Shirtsleeve: Partners vs. Members
Details +

Location: Bonsai II


Round 1: 10:30 AM - 11:15 AM

Round 2: 11:20 AM - 12:00 PM


 Our organizations depend on our members/partners who fund us in the form of annual dues, but visitor inquiries aren’t limited to this list of supporters. In this session, we’ll share stories and discuss the important task of promoting those who are paying to be a priority while also offering outstanding customer service and staying informed on all attractions in our destinations, regardless of their status. 

12:00pm - 1:00pm
Lunch
1:15pm - 2:30pm
General Session IV: Sustainable Moments in Monterey
Details +

Location: De Anza I & II

Panelist:

Tammy Blount-Canavan, FCDME, President & CEO, Monterey County CVB

Ken Peterson, Sr. Communications Strategist, Monterey Bay Aquarium

Soerke Peters, Chef/Owner, Village Corner California Bistro


Learn how Monterey County Convention and Visitors Bureau has taken a leadership role in responsible and sustainable tourism practices under the umbrella of our Sustainable Moments initiative. Community partnerships, residents’ participation and key messaging combine to make our community’s “secret sauce”. From farm to table sourcing to ending single use plastics, to communicating visitor behavior expectations – we will cover it all!

2:40pm - 5:00pm
Learning Lab: Cannery Row Walking Tour
Details +

 The Cannery Row walking tour take you back to the days when Monterey was “the Sardine Capital of the World”. Attendees will see the Cannery Row of the 1930’s, visit the places and meet the people made famous by John Steinbeck’s “Cannery Row”.

5:00pm - 7:00pm
Return to Hotel/Dinner on Own
* Schedule subject to change.
Registration
$892
2018 Visitor Services Summit-Destination
Member Price: $595.00 Please log in to your portal to get the member discount automatically.
location
Monterey
,
CA

We are pleased to offer a hotel block at the Portola Hotel & Spa in Monterey. To book, edit, or cancel your hotel reservation in our housing block, please click here.

You can also contact the hotel directly at 1-888-222-5851 and mention you are with Destinations International 2018 Visitor Services Summit to receive the group rate.

The hotel cut-off date is August 31, 2018.