Nightclub & Bar University

MONDAY, MARCH 12 • 9:30 AM – 12:30 PM

WORKSHOP 101: Blow Away the Competition with “WOW” Service

Bob Brown, President, Bob Brown Service Solutions

[Room N107]

In a world where only superior service ensures loyalty—is your staff armed with the tools, knowledge and strategies attract, retain customers for life? Or—are you paying the price of mediocre service?

Don’t miss this power packed interactive session in which you will learn The Building Blocks of a Service Star, The Art of Respectful Phrasing, The Six Steps of Handling a Guest Complaint, The Empathy tool Box, and how to create Service Dazzlers. Learn the same techniques Bob uses to help such prestigious organizations as Disney, Marriott, and Olive Garden to create the service edge.

He is known for his high-content, interactive and motivational presentations. Bob is the author of the best-selling Little Brown Book of Restaurant Success and is frequently quoted in the Wall Street Journal and the New York Times. He is a top rated keynote speaker at GM conferences, state and national association meetings in the US and abroad.

1. Star Qualities: The six characteristics of a service champ.  
2. The Art of Respectful Phasing: Explore words to use and words to lose.
3. Handling Complaints. How to effectively use the LEARNT model to build customers for life.
4. The Empathy Tool Box: Concrete dialogue you can use to diffuse anger and create customer partnerships.
5. Service Dazzlement: Educational, educational and engaging service that leave the competition in the dust.    

Bob’s tactical practical approach helps restaurants, hotels, nightclubs, casinos and other prestigious hospitality organizations, increase sales, improve market position, improve leadership skills and boost employee morale and retention. Bob’s high content, inspirational presentations are packed with proven takeaways.

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WORKSHOP 102: A Marriage Made In…. Bridging the Marketing vs. Operations Gap
Shane Young, President, Overtime Entertainment Group
[Room N120]

You've got all your costs in line, a great room, fantastic staff, and specials galore…where are the huge crowds? This workshop will take you on a light speed trip from that great idea you had in a dream all the way to counting the money! It's the process between the two where success or failure lies, the science of Hospitality Marketing. This program is geared towards those who truly excel in operations management and want to gain deep insight into successful marketing systems through design to strengthen their brand, improve market position, lower promotional costs, gain competitive advantages, and ultimately realize incredible guest counts. Your business will love you for attending this one….your competitors will not!

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WORKSHOP 103: Online Marketing: Connecting ALL the iDots into One Complete Strategy for Boosting Sales Every Month
Boris Bugarski, President/CEO, mUrgent
[Room N119]

One of the foremost authorities in online marketing for restaurants, Boris Bugarski, CEO & president of mUrgent, is leading a seminar and workshop that will completely change the way your company handles your online marketing. From web development and social media, to business listings and public relations, this is an ideal session for single unit and multi-unit operators to connect the dots into one complete strategy.

Realize the full circle integration that the internet offers to drive more sales, and continue driving traffic to your website each and every month.  A website is not just for aesthetics as the majority builds them for, but should be for performance and results. Boris Bugarski will demonstrate his 15 years of applied experience in websites and how they should be built for restaurants by marketers.  Boost your catering, banquets, parties, and more!  Know how to create a website that sells. A website that works. 

You’ll learn how to increase your search engine rankings to land on the first page of search results.  From optimizing business listings, like Google Places, to search engine optimization, understand the fundamental framework that sends your website higher and higher.  Learn the simple, in-house methods that will accelerate visitor traffic to your website.  Small, occasional things you can do each month to drive sales and increase your bottom line.

Plus, learn what the majority of social media marketers don’t understand about social media optimization.  Social media marketing is an avenue to be capitalized on, but if you are not optimizing it, then you are missing out. Don’t neglect the intrinsic and monster value, and sales, that it can bring.  Boris Bugarski will show you how to optimize your social media marketing to drastically increase search engine rankings, website visitors, and overall traffic that can turn into NEW customers and bigger sales month after month!

Take advantage of this opportunity to learn from a seasoned restaurant e-marketing expert on:

• Websites: building your next website to command sales and more traffic
  • Plus! building Local Pages for multi-unit operators
• Search Engines: how to get Google, Yahoo! and Bing to rank you higher and higher
• Business Listings: from Yelp to Google Places - how to optimize your listings for traffic
• Social Media Optimization: the BIG value that 95% of social media marketers ignore
• Connecting ALL the Dots - skyrocket traffic and sales by combining all these great elements into one complete strategy

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WORKSHOP 104: How to THRIVE and Not Just Survive
Tim Kirkland, CEO, Renegade Hospitality Group
[Room N101]

How to face tough economic challenges while growing sales, protecting profits and tightening your belt without pinching your customers. In this entertaining and informative session, top industry consultant and best-selling author, Tim Kirkland, CEO of Renegade Hospitality Group, will share real, immediately useable tools and tactics for improving sales, service and margins without compromising the Guest experience.  You will learn:

• Hidden costs that don’t appear on your P&L statement, but quickly eat away at profits
• How Guests really measure “value” in today’s economy
• What cuts should be made deeply and immediately
• What cuts can cause fatal, self-inflicted wounds for your business
• Where to spend strategically during times of economic uncertainty
• The 5 Operational Myths your competitors have fully bought into and how to exploit them

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Back of House (BOH) Tours*
Monday, March 12 – 2:00 – 5:00 PM
(*Separate registration is required and additional fees apply)

Las Vegas is home to some of the nation’s most extravagant hospitality venues, making it the perfect place for the Nightclub & Bar Back of House Tours. Don’t miss the opportunity to get a behind-the-scenes look at five incredible venues that cater to their guests every need with first class service.  Hosted by leading industry professionals with unparalleled experience and knowledge, these tours sell out each and every year!

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Back of House Tour 1 - SOLD OUT!

Get a sneak peek behind the scenes at some of the hottest nightclubs and bars in Las Vegas.
Tour to include Marquee at Cosmopolitan and The Pub at Monte Carlo.
 

Marquee has become the most spectacular new nightclub in Las Vegas. The 63,000 square foot coliseum-style space encompasses seven bars and a multi-million dollar sound stage design. Attendees will be able to experience first-hand the lighting systems, sound systems, design elements, seating plans and all four areas (including the Dayclub, Main Room, Boom Box Room and Library Room) that keep this venue entertaining guests all day and night!
 

Casual yet stylishly contemporary, The Pub is your go-to spot at the Monte Carlo for great food, beer, sports and an all-around good time. But don't let the name “The Pub” lead you to believe this is an ordinary watering hole. Pull up a seat at the extensive bar, backed by a mesmerizing array of large kegs, and choose from more than 70 beers on tap. With their extensive selection of more than 300 beers you will get a fascinating look at this “not so ordinary pub".

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Back of House Tour 2

Get a sneak peek behind the scenes at some of the hottest nightclubs and bars in Las Vegas.
Tour to include XS at Encore and RPM at Tropicana.

XS is the gold standard in Vegas nightlife, where no extravagance is spared. This provocative yet breathtaking venue offers meticulously planned lush, shimmering finishes, three dimensional imagery and an over the top sound system. It’s no wonder that since its opening three years ago, XS has been continually recognized with awards and accolades including being named the best place to dance by the New York Post to countless local “Best Of” lists. Known as the top grossing nightclub in the country, XS is the place to see and be seen.
 

RPM Nightclub opened December 30, 2011 and presents an interactive and unrivaled experience set to entice your senses. The nightclub features today’s hottest stars and top recording artists as well as a variety of world-class DJs, dancers and specialty acts. In addition to first-class bottle service and three bars that ensure guests are never far from enjoying their favorite libation. Get to be one of the first to see this sleek and stylish 16,500 square foot venue, even offers an elite gaming lounge.     

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Back of House Tour 3

Las Vegas boasts the largest hospitality venues in the country! 

The newest hotel to hit the Vegas strip, The Cosmopolitan, welcomes its guests with its intimate urban interiors that offers one of the most unique experiences in Las Vegas.  The Cosmopolitan is home to some of the most exclusive, chic bars and restaurants sin city has to offer. Discover what it takes to keep this property operating efficiently for profit and a first class guest experience.  Through this extraordinary opportunity attendees will get a look at the following world class venues:

• D.O.C.G – Named after Denominazione di Origine Controllata e Garantita, the highest level of Italian wine origin, this one of a kind Las Vegas wine bar sure to please all of its guests.
• Overlook Grill – This indoor/ outdoor dining scene known as the perfect lunch destination, offers casual fare in a laidback atmosphere with a hint of vintage glam.
• The Chandelier – With three distinct experiences this architectural wonder is not only a visual spectacle but one of the best cocktail havens on the strip.
• BOND – With a focus on spontaneity, this vibrant hotspot features live performances and music throughout the day and night.
• Book & Stage – The perfect balance between sports and music is Book & Stage, making it a great place to watch and bet on your favorite game during the day while at night catching popular musicians on the stage. 

*Busses begin boarding in front of the Las Vegas Convention Center North Hall at 1:45pm and depart promptly at 2:00pm.  Buses will return to the Convention Center at 5pm.