September 17-19, 2014 • The Ritz-Carlton • Amelia Island, Florida
Incuding the Fall Management Golf Tournament
Thank you to everyone who helped make this conference such a success. We hope to see you back next year when we host the Fall Management Conference at the Loews Ventana Canyon Resort in Tuscon, Arizona on September 30-October 2, 2015.
Wednesday, September 17
8:30 - 11:30 a.m.
Board of Directors Meeting [Plaza Ballroom]
12:30 - 5 p.m.
Golf Tournament (see sidebar) [Golf Club of Amelia Island]
2 - 7 p.m.
Registration & Information [Plaza Foyer]
6 - 7:30 p.m.
Networking Reception featuring heavy hors d’oeuvres, wine, beer, liquor and entertainment. Use the time to catch up with old friends, or make new ones. [Oceanfront Lawn]
Thursday, September 18
7:15 a.m. - 5 p.m.
Registration & Information [Talbot Registration Desk]
7:30 - 8 a.m.
Breakfast [Talbot Prefunction Foyer]
8 - 8:10 a.m.
Welcome [Talbot A-D]
8:10 - 10:30 a.m.
Rockefeller Habits: Four Decisions to Ensure Profitable Growth [Talbot A-D]
Businesses that are not growing are in trouble. Every business must focus upon and optimize four decisions that will assure their consistent, sustainable growth leading to vitality in the areas of profit and culture.
Keith Cupp, CEO of Gazelles International Coaching Association, and Certified Four Decisions™ Coach, will explain that these vital Four Decisions™ lie in the areas of People (culture), Strategy (topline revenue), Execution (getting work done) and Cash (fuel for growth). After researching the life, strategies and routines of John D. Rockefeller and the companies he built, Gazelles International has created the “Rockefeller Habits,” a series of proven company habits that ensure optimization of the Four Decisions™ to ensure profitable growth in a vibrant, learning culture.
In our four-hour session, you will learn a portion of the Four Decisions™ principles, see them in action in real companies (case studies), and then apply them to your business by doing four to six practical working exercises. To ensure maximum value from our session, you will receive a series of five short articles during the five weeks prior to our session to review (optional, yet highly recommended) as pre-session “homework.” You’ll leave this session with:
- A one-page outline of a strategic plan from which to work.
- The 10 Rockefeller Habits and how to set your top five priorities for each quarter.
- A draft of your company’s core values and how to evaluate team member talent based on values and productivity.
- A profile of your company’s core customer, and a brand promise that will delight your core customer.
- Your company’s strengths, weaknesses, and trends impacting its growth or challenges.
- A free follow-up Four Decisions™ Assessment and two-hour assessment review by a local Certified Gazelles International coach.
Having led multiple companies in the roles of vice president of sales and vice president of investment development, Keith Cupp’s particular areas of specialty are sales & marketing management and investment capital development. He is a graduate of Louisiana State University and the U.S. Naval Nuclear Power School, and past Vice President of Sales & Marketing at Columbia Ultimate and Micropath, Inc.
Learn more about Cupp at www.keithcupp.com.
10:30 - 11 a.m.
11 a.m. - Noon
Rockefeller Habits (continued) [Talbot A-D]
Noon - 1:30 p.m.
Lunch/Networking on Your Own
1:30 - 3:30 p.m.
Shark Tank Challenge [Talbot A-D]
Based on the hit ABC television show “Shark Tank,” comes this fun and interactive brainstorming session. Attendees will be divided into groups that will each tackle a different dilemma business owners and managers are experiencing in the current market. Each group will work together to develop a feasible solution to their assigned issue. A spokesman from each group will try to “sell” their ideas to the shark panel. The question is, will the sharks bite, or will they chew you up and spit you out?
The “sharks” will include:
• Jay Brammer, President, Gibraltar Remembrance Services, Indianapolis, Indiana
• Shawna De La Cruz, Vice President-Hollywood Hills, Forest Lawn Memorial-Parks & Mortuaries, Glendale, California
• Ray Frew, CCE, President/CEO, Green Hills Memorial Park, Rancho Palos Verdes, California
• Gary O’Sullivan, CCFE, President, Gary O’Sullivan Company, Winter Garden, Florida
• Jim Price, CCFE, CCrE, CEO, Midwest Memorial Group, Valrico, Florida
3:30 - 4 p.m.
4 - 5 p.m.
Inside the Mind of the Consumer [Talbot A-D]
Have you ever wondered what the potential customer on the telephone or standing in front of you is really looking for? The obvious, of course, is that they need what you sell. But what if they don’t have an immediate need? What if they are just testing the waters to see if you stack up for when the need truly arises?
Testing the waters—looking at businesses through the eyes of the consumer—is what consumer anthropologists Rich Kizer and Georganne Bender do every day. They also go undercover and conduct mystery shopping in the funeral industry. By doing this, they are able to find out what’s lacking in the funeral arrangement experience and what customers really want and need. Come hear their findings and learn how to tailor your customer service approach to better serve families and gain loyal customers for years to come.
Learn more about Kizer & Bender at www.kizerandbender.com.
6 - 7:30 p.m. [Oceanfront Lawn]
Networking Reception featuring heavy hors d’oeuvres, wine, beer, liquor and entertainment. Use the time to catch up with old friends, or make new ones.
Friday, September 19
7:15 a.m. - 12:30 p.m.
Registration & Information [Talbot Registration Desk]
7:30 - 8:30 a.m. [Talbot A-D]
Government & Legal Breakfast
There’s no “baloney” on the menu of our Government and Legal Breakfast. Just healthy portions of news you can use on taxes, labor law, and litigation that can affect your business. There’s a seat reserved for you so don’t miss it! A presentation will be given by Irwin Shipper, CCE, ICCFA government & legal affairs committee chairman. Other guests to be announced. Robert Fells, Esq., ICCFA executive director and legal counsel will be the moderator.
8:30 - 10 a.m.
The Fire Within: Igniting Passion for Ritz-Carlton Performance Excellence [Talbot A-D]
Learn from The Ritz-Carlton Leadership Center’s Corporate Director of Culture Transformation Joseph Quitoni the importance of cascading the strategic plan to every employee in your organization. This program is designed for leaders who want to ignite the passion in their employees. It involves allowing each of them to be in the planning of the work that affects them and that they will carry out. Quitoni will focus on how you may “paint a picture” for your employees to help them understand their function vs. purpose, and tap into their emotional intelligence. This is vital to your company’s success and will ignite and sustain your employees’ passion for service excellence.
Originally from Long Island, New York, Quitoni earned his Bachelor’s degree in psychology from Dowling College. It was during this time that he quickly learned that he had a passion for motivating others and understanding what drives human behavior in the workplace. He began his hospitality career with Marriott International in New York City starting in 2003 while pursuing his Master’s degree in industrial/organizational psychology from Capella University.
Following his tenure in the operational division of hotels, Quitoni quickly moved into the area of human resources where he provided a laser focus on his passion: organizational development and employee engagement. Over the course of three years, he was able to thrive in human resources while applying his educational background in a workplace setting.
Quitoni served as the Assistant Director of Human Resources at The Ritz-Carlton New York, Central Park, Director of Human Resources at The Ritz-Carlton, Cleveland, and as Director of Human Resources for The Ritz-Carlton, San Francisco, before joining The Ritz-Carlton Leadership Center.
Learn more about Joseph Quitoni by clicking here.
10 - 10:15 a.m.
10:15 - 11:45 a.m.
The Fire Within (continued) [Talbot A-D]
11:45 - Noon