Developing Guest Loyalty

Staff-Guest Interactions for “Mission” Success

Presented by: Scott Stratton - Manager, Guest Experience Training, Monterey Bay Aquarium and  Jim Covel - Retired Director of Training and Interpretation, Monterey Bay Aquarium

Participants attending this seminar will be introduced to several metrics that can be used to define loyalty from the perspective of the uniquely effective contributions made by our front line hospitality workers and their supervisors. We will walk through three areas of content: factors in guest loyalty, contributions of front line staff, the role of supervisors. Each section will start with some background, shift to table discussion/brainstorming and conclude with share outs/takeaways. Come join the fun!

8:30am - Registration, 9:00-11:00am - Seminar
Cost: $25 per member attendee*
Advanced reservations required to attend.

*All seminars are free to members who have purchased a seminar package.

About the Presenters

Scott Stratton
Manager, Guest Experience Training
Monterey Bay Aquarium
Scott is an avid fan of making people feel good. He has worked at the educational, non-profit Monterey Bay Aquarium Foundation for almost three decades. For the past 17 years Scott has served in the Guest Experience Division, as a manager overseeing guest operations, and most recently as a manager overseeing staff training and enculturation. Scott’s early career/roles at the Aquarium were focused on outreach education, youth development and ultimately on-site school programs. Scott’s combined background has given rise to his most recent and important contributions: staff & guest interactions in service of creating cultures of belonging, appreciation and “loyalty.”

Jim Covel
Jim has been active in the Monterey County Hospitality Association Training & Development Committee throughout his 35 years as previous Director of Training and Interpretation at the Monterey Bay Aquarium.