AUSTIN, TEXAS—Former Disney executive Dennis Snow is scheduled to speak about how careful orchestration is needed to deliver world-class customer service during the closing session of the 2010 Hospitality Industry Technology Exposition and Conference (HITEC) on June 24. Snow will also discuss with attendees his extensive experience in customer service, which he built through his 20 years with the Walt Disney World Co. The conference, produced by Hospitality Financial and Technology Professionals (HFTP), is June 21 to 24 at the Orange County Convention Center in Orlando.
“In this day and age with technology allowing customers to share their travel experiences online, a customer’s review can be vital to a property’s reputation,” said Allison Morris, CHTP, co-chair of the HITEC Advisory Council and president of ForEm Consultants. “Snow’s unique background with one of the most recognized leaders in quality customer service gives attendees a glimpse into the philosophy that everything a customer sees, hears or touches impacts their experience.”
After working his way up through Disney, Snow launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including Exxon, AT&T, General Motors and Coca-Cola. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100 percent.
Taught at Disney University
He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training.
As the author of the book “Lessons from the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life,” Snow uses behind-the-scene stories to provide timeless lessons for achieving excellence.
HITEC 2010 offers attendees a one-stop shop for essential education, access to experts and hospitality technology vendors, networking with top leaders in the industry and the resources to find cost-effective ways to improve company bottom lines. This year’s exhibit hall also features the newest version of GUESTROOM 20X, a special exhibit showcasing the most innovative technologies for the guestroom.
Go to www.hitec.org.
