Travel & Hospitality

Creating TRUE Customer Loyalty in the NEW Era of Customer Experience

Andy’s most critical Travel & Hospitality customer experience program ever can be presented as a 1-hour keynote, 4-hour half-day, or ongoing process improvement.   Andy illustrates why creating a culture of world-class customer experience more important NOW than any time in history, therefore we must now re-evaluate every touchpoint in the customer experience process.    

• Interactive brainstorms on improving services through new innovations
• Anticipate challenges and complaints; then plan and prepare accordingly
• Embrace an empathy for those served at all times
• Be a light of positivity and solutions, during stressful and turbulent times.
• Manage customer expectations to improve quality, and decrease internal stress
• Increase customer confidence through communication, signage, and social media

Powerful service principles are based on Andy’s award-winning book “Kiss Your Customer“, as he proves that we must “create a transformation from doing a job to creating a bond”.  Andy also shares Travel & Hospitality examples from around the globe on how to create customer loyalty, avoid dissatisfaction, and improve reputation–including on social media. Our best customers are also our most effective–and least expensive marketing. Therefore, there will be no better opportunity than the NEW customer who will be visiting us tomorrow.  Enjoy this timely, interactive, and impactful program which provides critical solutions to serve in today’s “high-expectation” world.

Embracing the NEW Workforce Revolution:  Recruit. Retain. Develop.

We are experiencing a workforce REVOLUTION as we emerge from the pandemic, staffing crisis, and Great Resignation.  Millions of enlightened employees have spoken. They want CHANGE.  And, they will only work for organizations who provide such change.  Employees want family-friendly flex time.  Employees want WFH/remote work options.  Employees want new perks & benefits.  And, they want this all in a positive work environment where they can enjoy their jobs and be developed for the future, not be overworked and under-appreciated.  

Today’s leaders must use vision to be the “Champion of the Cause” in their organizations to initiate such change.  REAL change.  Organizations will either re-enact the “old way” of doing business and be left behind, or jump on the revolution train now.  Change, and recruit the most talented candidates–who will stay.  Delay change, and suffer a turnover of talented employees, while leaving a stagnant, uninspired workforce with little innovation or drive to succeed.  Enjoy this this critical and timely program for all levels of leadership based on the 5th book “Things LEADERS Say: A Daily Guide to Help Every Leader Empower & Inspire“, from award-winning author and international speaker Andy Masters.

Re-Imagining Your Positive Workforce Culture to Improve Retention and Service Levels

As the Travel & Hospitality industry emerges from the pandemic, Great Resignation, staffing shortages, and low morale–managers and employees have now been asked to wear so many hats, and do more with less.  Therefore, the time to create a positive work environment and make the workplace FUN again has never been more important.  People are tired of being stressed. People want to be happy, LAUGH, and enjoy their jobs again.  Employees also want to work within a positive workplace culture, which includes everything from fun, to creative perks & benefits, to family-friendly flex time and remote work options.  

The incredible impacts of a positive work environment include improved recruiting, less stress, higher morale, lower turnover, greater teamwork, creativity, innovation, and even increased service levels–accomplished with LITTLE or NO costs!  Join international Author/Speaker Andy Masters in this timely and entertaining program which illustrates inexpensive ways to create a positive working environment, while sharing success stories of how other organizations have RE-ENERGIZED their culture in our new global work environment.

Award-winning author and Leadership expert Andy Masters creatively uses the magical imagery of Hollywood to help Travel & Hospitality leaders RECRUIT, DEVELOP, and EMPOWER their organizations in a POSITIVE work culture—while defeating the staffing and succession planning crisis. That’s right, ENTERTAIN and INSPIRE your audiences with actual license-protected scenes from movies such as The Devil Wears Prada, Apollo 13, The Iron Lady—and even Office Space and X-Men.  This unique program also cites the latest research from Harvard Business Review, Deloitte, and Glassdoor to provoke REAL organizational change from every attendee. Powerful leadership principles are based on Andy’s latest book “Things LEADERS Say: A Daily Guide to Help Every Leader Empower & Inspire.” Andy’s program provides attendees with not only an interactive multi-media experience, but also with immediate “take-home” action items to embrace the NEW workforce revolution in today’s challenging work environment.

Andy’s flagship keynote program is based on his award-winning book “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships“. He takes attendees on a journey through the highs-and-lows world of relationship-building, utilizing the clever irony between business and romance. Andy proves that we must create a transformation from doing a job to creating a bond. We must embrace personalization and customization in this age of technology and standardization. Today’s customers want to hire EXPERTS they can TRUST, who can truly HELP them. However, customers also hire people they LIKE.

Andy also shares examples from across Travel & Hospitality on how to make amazing connections, drive repeats & referrals, and implement memorable strategies to overcome that one dangerously dissatisfied customer. Andy’s creative approaches to proven principles impact sales and improve customer loyalty immediately, while also leaving a mark on our personal lives. Enjoy this entertaining, inspirational, and impactful program.

Embracing Your Work-Life “Mix” With HIGHER Quality and LESS Stress

Due to the pandemic, staffing crisis, and Great Resignation, many organizations have suffered through tremendous change and challenges. Never before have managers and employees been asked to wear so many hats–and “do more with less”–while balancing the challenges of both work and life.

Join national Author/Speaker Andy Masters for this timely, interactive, and impactful program which truly helps attendees positively embrace the changes in our new world reality–in both work and life.  

• Be a light of positivity and solutions during stressful and turbulent times.
• Decrease anxiety by focusing only on those things which you can control.
• Embrace change by turning from “stressed and depressed” to “lucky and blessed”. 
• Become a master of focus, prioritization, and “strategic procrastination“.
• Be intentional with your time with what is most important in your life, and career. 
• Engage Andy’s mantra “either you control your schedule, or your schedule controls you“. 

Andy also illustrates the life-changing “YES/NO” principle to inspire audiences to focus the most quality time possible on the activities which are most rewarding for YOU.  Andy’s positive and entertaining program provides specific tools you can apply immediately to recharge, refocus, and happily embrace our new world reality in both work and life.

This powerful program is for all Association, Chapter, Board, Committee, and Chamber leaders who lead volunteers! Award-winning author and Leadership expert Andy Masters EMPOWERS leaders to EMPOWER their Boards – in this challenging era of having to “Do More With Less” – and truly helps overcome the non-profit/Board death cycle of “80% of the work is done by 20% of the people“. This is why new ideas, great successes, and record years never happen – as most leaders assume all tasks with moderate-at-best results, while “running themselves into the ground.”

• Recruit future leaders and Engage new participation.
• Empower individuals for their talents to shine.
• Inspire to have the BEST year EVER as an organization.
• Appreciate every step a volunteer contributes.
• Reward and celebrate every success.

Powerful leadership principles are based on Andy’s latest book “Things LEADERS Say: A Daily Guide to Help Every Leader Empower & Inspire” – but this program also includes actual license-protected movie scenes from films such as Star Wars, Apollo 13, X-Men, The Iron Lady – and even Frozen and Office Space.  Andy’s program provides attendees with not only an interactive multi-media experience, but also with immediate “take-home” action items to help EMPOWER leaders to EMPOWER their Boards, and ignite the best Association year EVER.

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“Andy was the PERFECT opening Keynote speaker to kick off our 2020 HSMAI Chapter Leadership Conference. From the meeting planner side, he is a DREAM speaker! He is easy to connect with, took time to understand the audience, and was prepared to deliver an A+ presentation. There were moments of laughter, moments of ‘Ah-ha’, and his closing story was VERY impactful and actionable. We also worked with Andy to give each attendee an autographed copy of his book ‘Things Leaders Say’, as well!” – Jenny Teeson, CHSE, Director of Chapter Management and Volunteer Experience, Hospitality Sales & Marketing Association International (HSMAI)