Keynote descriptions

 Elevate your mindset around the bedrock hospitality practice of pointing, greeting and directional assistance known as being a human arrow. To inspire and ignite those who are acting as human arrows in your organization each day is a practice that adds zero cost to the bottom line and positively elevates employee and guests’ daily experiences. 

Greeting guests is so important we assign a whole human to the task. In our complicated and tech focused world greeting has gone from obvious to overlooked ….to all too often… extinct! 

This presentation includes insider logistics stories from iconic sporting events along with fresh insights on greeting guests in today’s world and actionable practical strategies to level up guest and greeter interaction. Greeting quick but mighty step in the experience of every guest in every hospitality setting yet this daily workforce practice is so often an afterthought.  Walk away from this presentation with a renew insights and energy on greeting guests!

Participants will learn: 

· Greeting guests is the critical first brick in a building a first-class guest experience

· One to one directional assistance is a massive guest experience upgrade. 

- Elevating company culture around greet guests gives employees purpose and a connection that is valued by a younger workforce. 

Best Audiences:

Hospitality and retail businesses

Insider stories from the logistics of iconic sporting events with perspective shifting communication lessons on motivating employees who greet guests. Event logistics communication happens on a compressed timeline that requires diverse stakeholders understand an often fast changing mission and mandatory compliance for immediate project execution success. 

Front of house  workers thrive when leaders succinctly communicate objectives to gain buy-in from their teams executing those same objectives. Interacting with kindness (and sometimes humor) increases professional self-esteem among the individuals we lead. Those individuals, in turn, bring their “best” to every shift, event, and customer served.

Participants attending this session will learn: 

• Key catchphrases, briefing techniques, non-verbal modalities, and ways to show customer/attendee empathy. 
• Communication tools to inspire their frontline team members with enthusiasm and ease.
• Perspective shifting insights of how communication is received.

Best Audiences:

Hospitality and retail businesses

Anyone with frontline workers greeting guests. 

Transportation is the warm welcome and the fond farewell of any hospitality program. From moving thousands of VIP guests at the Super Bowl to running black car high touch meeting transportation programs for hundreds of guests to moving small groups on luxury tours Mary Delia has stories and learnings for any group who must move people. 

If your travel business involves transfers - at any level - this lighthearted and laugh out loud funny presentation reminds us all why we love hospitality! Adaptable for specific audiences but often a love letter to all things motor coach and a reminder of why moving people requires hospitality practices along with logistics expertise. 

Participants will learn: 

Transportation is the first AND final impression of any travel program and how to make those moments shine 

How to amplify the hospitality element of group transportation

Inspiration for why transportation is a hospitality must have and not a boring after thought

Best Audiences: 

Travel industry businesses 

Any organization that moves guests as part of a hospitality experience