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Event Details
Join fellow students and young professionals (18–35) for an interactive deep dive into guest service excellence. Through guided discussion about evolving real-world frameworks and guest expectations, attendees will explore what it means to curate exceptional guest experiences—spanning everything from the physical environment and operational policies to team dynamics and leadership on the floor.
The program will feature an interactive networking exercise to start, where participants intentionally guide their conversations toward fact-finding and discovery, followed by a group reflection with industry leaders Matt Heller and Scott Swenson to unpack key insights.
Attendees will drive a series of six dynamic breakout sessions, each offering a deeper exploration of both internal and external elements that shape the guest experience in attractions. The session will conclude with a holistic dialogue, giving participants the opportunity to apply these concepts and connect each aspect to paint the full picture.
Ticket Required
Region:
North America
Event Time:
August 5, 2026 | 04:30 PM - 08:00 PM EDT
Venue:
In-Person
Location:
IAAPA HQ
Address:
4155 W Taft Vineland Rd
Orlando, FL 32837
United States
Session Type:
Connections
Pricing Details
| PRICING | Member | Nonmember |
|---|---|---|
Registration Fee | 10.00 | 25.00 |
AGENDA
Wednesday | August 05
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Networking Exercise
Demonstrate your best Guest Service Skills! This interactive networking session is all about finding out as much as you can about the other participants and organic connection. Consider what questions you asked, and what did you learn? Afterward, discuss this experience with Matt and Scott and apply your conversational experiences toward the breakout sessions
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Welcome from IAAPA & Introductions
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Networking Debrief & Discussion: Internal and External Guest Service Excellence
Learn from and exchange ideas with fellow attendees and our speakers. Matt and Scott will recap your networking experience and lay the framework for interactive breakout sessions where you will drive a dialogue with your peers
Speakers
Matt Heller, ICAE Founder, Performance Optimist Consulting
Scott Swenson CEO, Scott Swenson Creative Development
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Breakout Sessions
Guest service and the structures therein are quantifiable, intentional, and scientific – here is your opportunity to talk about the full framework of the service experience. Attendees will form groups to discuss targeted elements of the Guest experience and how those continue to evolve based on evolving expectations from the people around us
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Debrief and Closing
Come back together for an all-encompassing dialogue with Matt and Scott. Talk through your breakout session outcomes, and paint the picture of the full Guest experience lifecycle
Speakers
Matt Heller, ICAE Founder, Performance Optimist Consulting
Scott Swenson CEO, Scott Swenson Creative Development
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