Customer Service Training and More!

Tuesday, December 4, 2007

Brought to you by the Aspen Chamber Resort Association

At The Aspen Club & Spa

8:30 a.m. – 4:00 p.m.

The crash courses you and your employees need to be perfectly prepared for our winter guests.

Tuesday, December 4, 2007 Class Schedule
8:30 a.m. – 10:00 a.m. Registration and Continental Breakfast (provided by Paradise Bakery)

8:30 a.m. – 9:30 a.m.
Best Practices -Best Places Bennett Bramson
This is an abbreviated version of our popular “Magic of Guest Services” sessions, geared towards those who need to ‘open the business by 10 AM.’ This program will focus on training your guest services team for success and rewarding excellence in guest service delivery. Because of the short span of time allotted for the session, we encourage participants to contact us about personalized programs for your staff, which can be scheduled for half-day workshops or full day retreats, to maximize the training experience.

8:30 a.m. – 9:30 a.m. This is a complimentary session!!
Marketing 101 – for easy online success Casey McConnell
Techniques you can use for your business that are free online. How can you take and make your business stand out in the crowd? Using these simple tools you can create web 2.0 traffic that will ultimately drive traffic to your website and profits to your bottom line. Bring your lap top with you if it is wireless enabled. We will be in the Cafe and you are welcome to order breakfast.

10:00 a.m. – 12:00 noon
The ‘MAGIC’ of Guest Services Bennett Bramson
The hospitality, service, and retail industries, as well as businesses and nonprofits are undergoing daily change. Serving our guests is at the forefront of the quality movement and key to our success, for both employees and managers. Our guests are our bottom line and they include visitors, tourists, and residents, as well. This session will enlighten, entertain, engage, and educate YOU in becoming an excellent practitioner in the ‘MAGIC’ of Guest Services. Come prepared to laugh, learn, and LEAD Aspen to a role as America’s guest service paradise!

10:00 p.m. – 12:00 noon
The Do’s & Don’t’s of Human Resources Gint Baukus/Rebecca Doane
I-9s, documentation, what can you ask during an interview, sexual harassment, workers’ comp questions, employee expectations, employee training, ways to reduce employee turnover, increase retention, etc. This course just scratches the surface on any one of these topics. The intent is to provide a “cheat sheet” of sorts so you are comfortable with the basics of what you should be aware and some of the more value added benefits of HR.

10:00 a.m. – 12:00 noon
Wellness at Work Dirk Schultz
Stress accounts for 90% of all illness. Work stress can be alleviated when you are living ‘well’. Find out what is stopping you from being even healthier and discover what you need to do to live ‘well’. Prepare to leave knowing more about how to be happy at work especially when circumstances are tough. Absolutely everyone can benefit from this session.

12:00 noon – 1:00 p.m.
Buffet Lunch at Garnish $15 per person inclusive/$20 at the door
Relax and enjoy a lunch buffet at The Aspen Club & Spa. A special price for participants has been arranged. $15 for advance purchase with RSVP by November 30 and $20 at the door.

1:00 p.m. – 3:00 p.m.
The ‘MAGIC’ of Guest Services Bennett Bramson
The hospitality, service, and retail industries, as well as businesses and nonprofits are undergoing daily change. Serving our guests is at the forefront of the quality movement and key to our success, for both employees and managers. Our guests are our bottom line and they include visitors, tourists, and residents, as well. This session will enlighten, entertain, engage, and educate YOU in becoming an excellent practitioner in the ‘MAGIC’ of Guest Services. Come prepared to laugh, learn, and LEAD Aspen to a role as America’s guest service paradise!

1:00 p.m. – 3:00 p.m.

The Do’s & Don’t’s of Human Resources Gint Baukus/Rebecca Doane

I-9s, documentation, what can you ask during an interview, sexual harassment, workers’ comp questions, employee expectations, employee training, ways to reduce employee turnover, increase retention, etc. This course just scratches the surface on any one of these topics. The intent is to provide a “cheat sheet” of sorts so you are comfortable with the basics of what you should be aware and some of the more value added benefits of HR.

3:00 p.m. – 4:00 p.m. Reception at Garnish

Come and enjoy a complimentary wine and cheese reception following sessions. This is free to all paid participants for morning or afternoon sessions. Please RSVP for this reception.

All sessions are $39 per person for ACRA members and $100 per person for non-ACRA members.

Group discounts are available for more than four people from the same business or more than four sessions per business: $29 per person/per session available ONLY for ACRA members.

About the instructors:

Gint Baukus
A recent resident of Aspen, has over 20 years of Human Resource leadership experience with Fortune 100 companies. Both domestically and internationally, this experience is in a variety of industries ranging from financial services, healthcare, manufacturing to technology and customer service outsourcing. Gint has worked in all areas of HR, including Staffing, Organizational/Leadership Development, Labor Relations, Compensation, Benefits, and Training. Outside of HR, Gint had roles in Mergers & Acquisitions and Business Process Outsourcing. He earned his Bachelors and Masters Degrees at Loyola University of Chicago. Gint is a founding principal of a local consulting concern specializing in helping small-medium sized businesses attract and retain top performing talent.

Bennett A. Bramson, MPA
Has become widely recognized as a sought after trainer, motivational speaker, fundraising executive, and management expert for myriad organizations and businesses throughout the United States. He is president of his own consulting firm, DevelopMentors, Inc., whose clients have included several major cruise lines, the U.S. Departments of Agriculture, Education, and Labor, the National Restaurant Association, the Greater Miami Convention and Visitors Bureau, as well as many RFV non-profits. He served as Executive Director of Aspen Youth Experience, Deputy Director of the Aspen Art Museum, and Executive Director of the Touro Infirmary Foundation of New Orleans. In 2006, he was honored by the Aspen Rotary Club with the Tom Sardy Award, for distinguished community service, and was recently honored by Florida International University’s Alumni Association with the 2007 Torch Award for Community Leadership.

Rebecca Doane
Since 2000 Rebecca has served as the City of Aspen’s Director of Human Resources. In addition to having more than 25 years of professional HR experience she holds a bachelor’s degree in Organizational Psychology and a MBA. Through her HR consulting company, Working Solutions, LLC, Ms. Doane has helped many local organizations overcome the challenge of recruiting, selecting and retaining successful employees as well as comply with all Federal, State, and local employment regulations. As a former Civil Rights Specialist for the State of Colorado she is an expert on unlawful discrimination and has successfully defended many organizations from complaints. She has served as an expert witness regarding sexual harassment in Federal District Court. Ms. Doane continues her consultancy, Working Solutions, LLC on a limited basis today.

Casey McConnell
Casey is currently the marketing director at the Aspen Club and Spa. He has been learning the ins and outs of online marketing for the past 4 years. From youtube videos to search engine optimization he has been online since his high school years back in the late 90’s.

Dirk Shultz
A wellness coach and life coach, certified massage therapist, personal trainer, Dirk combines all facets of wellness to support clients in being the healthiest and happiest they can possibly be.

We will have a drawing for a 50 minute massage at the Aspen Club & Spa drop your name in for the drawing when you arrive for your class. You do not need to be present to win – but you need to be present to drop your name in for the drawing.

Grand Prize – 50 minute massage with Dirk Shultz – Wellness Coach and Featured Speaker.

Registration must be returned no later than Friday, November 30, 2007. Send to ACRA/Attn: Membership/425 Rio Grande Place/ Aspen, CO 81611 or fax to: 970-920.1173.

For additional information please call 970-925-1940.

Group discount for more than four people from the same business or more than four sessions per business: $29 per person/per session for ACRA members.

Transportation to the Aspen Club & Spa is available at Rubey Park. Look for the Aspen Club & Spa Van 20 minutes before your class is scheduled to begin.

Human Resources Training for the small business.

The crash courses you and your employees need to be perfectly prepared for our winter guests.

Motivate your staff to give their best by understanding their needs, involving them in decisions, and rewarding them for what really counts.

Prepare to laugh, learn, and LEAD Aspen to a role as America’s guest service mecca.

Create strategies for coaching employees based on their styles and those of guests, improving both guest service and employee satisfaction.

The acceptance that we are “all” in this together and the decision to really make that a cornerstone for everything we do is the first and most important step in co-creating a system that benefits everyone collectively and individually.