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CONFERENCES// SCHEDULE

Customer Experience & Liability

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24
Mon
March 24, 2014
10:00am - 5:00pm
10:00am
10:00 am-
10:50 am
Educating Customers Builds Loyalty
Educating Customers Builds Loyalty
H. Joseph Ehrmann, Chief Ambassador & Owner - Cocktail Ambassadors LLC & Elixir
Breakout Session
Customers are hungry for culinary knowledge in every arena; they watch TV shows, follow blogs, attend festivals and more. When they enter your bar, do they learn anything? Are you offering them an...
Educating Customers Builds Loyalty
Customer Experience & Liability
10:00 am - 10:50 am
SPEAKER:
H. Joseph Ehrmann

Chief Ambassador & Owner
Cocktail Ambassadors LLC & Elixir
Description:
Customers are hungry for culinary knowledge in every arena; they watch TV shows, follow blogs, attend festivals and more. When they enter your bar, do they learn anything? Are you offering them anything besides a drink and a place to sit? If you give them a takeaway, you can hook them into coming back each time with new friends. Join 28 year industry veteran, H. Joseph Ehrmann, as he presents several program ideas on how to engage your customers in learning about drinks and getting them hooked on knowledge.
2:10pm
2:10 pm-
3:00 pm
Understanding Legal Use of Force
Understanding Legal Use of Force
Robert C. Smith, CEO - Nightclub Security Consultants
Breakout Session
Even the best operators may have to use some level of force on a potentially violent or actively fighting guest. However, if the employees don't understand what "legal" use of force is and what m...
Understanding Legal Use of Force
Customer Experience & Liability
2:10 pm - 3:00 pm
SPEAKER:
Robert C. Smith

CEO
Nightclub Security Consultants
Description:
Even the best operators may have to use some level of force on a potentially violent or actively fighting guest. However, if the employees don't understand what "legal" use of force is and what might be considered excessive, they're operating in the dark. This lack of information can be very costly and often times get an employee in trouble. In this session, we'll discuss national hospitality industry standards for force, what defending force is, what might be considered force that "shocks the conscience" and much more.
3:10pm
3:10 pm-
4:00 pm
Creating a Unique Guest Experience at Your Dayclub
Creating a Unique Guest Experience at Your Dayclub
Michael Goodwin, Vice President - REHAB
Breakout Session
A dayclub takes the unforgettable atmosphere of nightlife and adds an exciting, different element; the light. In this session, Michael Goodwin will give attendees an in-depth look into what it tak...
Creating a Unique Guest Experience at Your Dayclub
Customer Experience & Liability
3:10 pm - 4:00 pm
SPEAKER:
Michael Goodwin

Vice President
REHAB
Description:
A dayclub takes the unforgettable atmosphere of nightlife and adds an exciting, different element; the light. In this session, Michael Goodwin will give attendees an in-depth look into what it takes to run a successful dayclub. Goodwin will share trade secrets that will help attendees better understand how to drive revenue during the day.
4:10pm
4:10 pm-
5:00 pm
Designing a Money Maker
Designing a Money Maker
Dan Renzella, Partner - RMD Group
Michael Georgopoulos, Partner - RMD Group
Dave Renzella, Partner - RMD Group
Breakout Session
The innovative management team behind San Diego's hottest bar and nightclub venues will share insight and detailed approaches to building, designing and opening a new venue that is both eye-catch...
Designing a Money Maker
Customer Experience & Liability
4:10 pm - 5:00 pm
SPEAKER:
Dan Renzella

Partner
RMD Group
Michael Georgopoulos

Partner
RMD Group
Dave Renzella

Partner
RMD Group
Description:
The innovative management team behind San Diego's hottest bar and nightclub venues will share insight and detailed approaches to building, designing and opening a new venue that is both eye-catching and practical. Proven success strategies in creating venues that exude visual creativity, unique design elements for seamless operations, and nightclub and bar functionality will be discussed. You will walk away with successful tips and expert advice on how to create a visually appealing, functional venue that will draw in clientele and sustain success.
25
Tue
March 25, 2014
10:00am - 4:50pm
10:00am
10:00 am-
10:50 am
Pump Up Patrons with Music Management
Pump Up Patrons with Music Management
Wyatt Magnum, President - Magnum Music Group
Breakout Session
Magnum Music Group President, Wyatt Magnum, will share his insider secrets to presenting the ultimate music mix for your restaurant, bar or lounge. This all-new program will detail how to define y...
Pump Up Patrons with Music Management
Customer Experience & Liability
10:00 am - 10:50 am
SPEAKER:
Wyatt Magnum

President
Magnum Music Group
Description:
Magnum Music Group President, Wyatt Magnum, will share his insider secrets to presenting the ultimate music mix for your restaurant, bar or lounge. This all-new program will detail how to define your space with the right music to pump up profits using tools such as beats-per-minute and much more.  If you've been struggling with your music, then you won't want to miss this critical program.
2:00pm
2:00 pm-
2:50 pm
Spinning to Success with DJ Programming
Spinning to Success with DJ Programming
Jonathan Shecter, Director of Programming - Wynn Las Vegas
Breakout Session
With the explosion of DJ culture in America, the fees paid to DJs and artists have reached unheard-of levels. Not every venue can afford the high-priced talent, and some that can afford it choose ...
Spinning to Success with DJ Programming
Customer Experience & Liability
2:00 pm - 2:50 pm
SPEAKER:
Jonathan Shecter

Director of Programming
Wynn Las Vegas
Description:
With the explosion of DJ culture in America, the fees paid to DJs and artists have reached unheard-of levels. Not every venue can afford the high-priced talent, and some that can afford it choose other paths for their DJ/music programming. In this session, the new realities of the nightlife DJ market will be explored and different types of music programming will be discussed. How do you get the most from your DJ creatively? How do you schedule talent for the slow season? How do you maximize ROI? Jonathan Shecter will explain the answers to all these questions in this valuable session.
3:00pm
3:00 pm-
3:50 pm
Accountability at the Bar
Accountability at the Bar
Randy Durnal, CEO - Alcohol Management Services, Inc.
Breakout Session
In this session, Randy Durnal will identify risk potential for litigation over service, slips and falls, violence and minors.  He will present methodical ideas and questions so that operators and...
Accountability at the Bar
Customer Experience & Liability
3:00 pm - 3:50 pm
SPEAKER:
Randy Durnal

CEO
Alcohol Management Services, Inc.
Description:
In this session, Randy Durnal will identify risk potential for litigation over service, slips and falls, violence and minors.  He will present methodical ideas and questions so that operators and/or employees can assess an operation’s potential risk.  Questionnaires will be handed out to each attendee with in -epth explanations behind each question. These questions will be similar to what insurance underwriting tries to answer when issuing an insurance policy, yet more on point. Durnal will offer ideas to be proactive rather than reactive and reduce your risk by using these proven methods.
4:00pm
4:00 pm-
4:50 pm
What's Your VIP Service Missing?
What's Your VIP Service Missing?
Brian Taylor, Director of Nightlife Services - Zee Bar
Scott McInerney, VIP Host - Hyde Bellagio
Natalia Badzjo, Sr. VIP Services Manager - Wynn Las Vegas Nightclubs
Ryan Klaasen, Director of Operations - Sbe
Breakout Session
There is a difference between service and hospitality and a bigger difference between bottle service and VIP Service.  There is a growing opportunity for bigger brands to identify smaller markets...
What's Your VIP Service Missing?
Customer Experience & Liability
4:00 pm - 4:50 pm
SPEAKER:
Brian Taylor
Moderator
Director of Nightlife Services
Zee Bar
Scott McInerney
Panelist
VIP Host
Hyde Bellagio
Natalia Badzjo
Panelist
Sr. VIP Services Manager
Wynn Las Vegas Nightclubs
Ryan Klaasen
Panelist
Director of Operations
Sbe
Description:
There is a difference between service and hospitality and a bigger difference between bottle service and VIP Service.  There is a growing opportunity for bigger brands to identify smaller markets and export their brands with their training and tools.  How many servers know what a SOS is?  Which customer is served first, last? Attendees will leave with a vast knowledge of how to upsell and the proper way to treat VIPs.
26
Wed
March 26, 2014
1:00pm - 2:50pm
1:00pm
1:00 pm-
1:50 pm
Closing Time! Managing Social Behavior
Closing Time! Managing Social Behavior
Alan Zajic, Principal - AWZ Consulting
Russell Kolins, Vice Chairman - ASIS Hospitality, Entertainment and Tourism Council
Breakout Session
One of the most critical times in any bar or nightclub is the time leading up to and the actual closing of a venue. Whether you are mandated by local ordinances or have the ability to extend past ...
Closing Time! Managing Social Behavior
Customer Experience & Liability
1:00 pm - 1:50 pm
SPEAKER:
Alan Zajic

Principal
AWZ Consulting
Russell Kolins

Vice Chairman
ASIS Hospitality, Entertainment and Tourism Council
Description:
One of the most critical times in any bar or nightclub is the time leading up to and the actual closing of a venue. Whether you are mandated by local ordinances or have the ability to extend past closing time, it can be problematic if not monitored and proactively managed. This session will examine the common closing time security problems and suggest practical and reasonable social behavior management at this incident rich “witching hour”.
2:00pm
2:00 pm-
2:50 pm
On-Premise Beverage Licensee Issues You Need to Know
On-Premise Beverage Licensee Issues You Need to Know
John Bodnovich, President - American Beverage Licensees
Breakout Session
John Bodnovich will provide an overview of current on-premise beverage licensee issues that are imperative for bar owners to take notice of. A main focus will be on the NTSB's recommendation for s...
On-Premise Beverage Licensee Issues You Need to Know
Customer Experience & Liability
2:00 pm - 2:50 pm
SPEAKER:
John Bodnovich

President
American Beverage Licensees
Description:
John Bodnovich will provide an overview of current on-premise beverage licensee issues that are imperative for bar owners to take notice of. A main focus will be on the NTSB's recommendation for states to lower the BAC for drunk driving to .05. Other small business issues such as minimum wage legislation and payment card swipe fee issues will be discussed. This session will also include suggestions on how on-premise licensees can engage in grassroots activities, including dos and don'ts when it comes to interacting with elected officials and their staff.
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