AFTERNOON KNOWLEDGE BUILDER SESSIONS n 2:30-3:30 P . M .

Leaders Serve & Servers Lead : Keys to Inspire Exceptional Service

PRESENTER : DR . BRYAN K . WILLIAMS This session is designed to inspire and challenge you to serve better . No one can make you deliver exceptional service — and you can ’ t mandate your team to deliver exceptional service either . The focus will be on helping you cultivate a culture of service excellence for and through whom you work with and serve .

Gender Identity : Serving Guests and Supporting Employees with Dignity Care

PRESENTER : DR . KRISTIE OVERSTREET Executive leadership , human resources , directors and managers must feel competent in ensuring their transgender and nonbinary employees and guests are treated with dignity . Spa service providers receive little training in working with transgender and nonbinary guests . Attendees will better understand identity basics , barriers individuals face in the spa setting and best practices for working with guests and employees .

Getting Organized & Quickly Improving Productivity at Work

PRESENTER : ANDREW MELLEN Are you “ too busy ” to get the important things done ? Do you waste time searching for things that were “ right there a minute ago ” and have now vanished forever ? If so , you ’ re not alone . Fortunately , by shifting your mindset and adopting a few simple strategies , you can quickly disrupt that story of “ busy ,” find anything in 30 seconds or less , and get back several hours each week , every week for the rest of your life .

38 PULSE n APRIL / MAY 2024