Micheal Thibault

How to Fill Your Bowling Center with Customers Using Review Sites

Presented By: Mike Thibault, CEO, Done for You Marketing Systems

Monday, January 14 - 9:45 am - 11:00 am

Learn the secrets to using online review sites Like Google, Yelp and Facebook to pack your bowling center with new customers.

In today’s bowling marketplace, online reviews are the new word of mouth marketing. Customer reviews have the greatest impact on attracting new customers. Hospitality/Restaurant Entrepreneur turned review/online reputation expert, Michael Thibault will excite, entertain and teach attendees the secrets to attracting new customers using review sites such as Yelp, TripAdvisor and Google. Additionally, he will provide the audience with the tools to protect their business online reputation.

Michael will help BPAA members make sense of the Online Review environment. In a rapidly evolving, consumer-driven, social media marketplace, Mr. Thibault shows exactly how BPAA members can use their reviews to increase sales. He covers the three most important techniques that every bowling center operator should be doing to market and protect their online reputations: taking control of your online reviews on Yelp, Google and Facebook, getting more 5-star reviews, and how to handle a negative review by turning it into a positive, sales generating experience.

Ryan Gromfin

Improving Your Food Service Profitability

Presented By: Ryan Gromfin, CEO – The Restaurant Boss

Monday, January 14 - 11:15 am - 12:30 pm

Stop guessing your way to a more profitable restaurant. Growth is not always the answer to increasing profits in your Food and Beverage Operation. In fact, more often than not, an increase in profits will be far more attainable by controlling expenses than growing revenue. There are 6 key metrics that must be measured on a daily, weekly and monthly basis then tracked against a budget in order to control expenses and improve profitability.

As the founder of The Restaurant Boss, Ryan has been able to assist thousands of restaurant owners and operators all over the world. During this workshop, Ryan shows the fastest and easiest ways to get the data you need to put the systems in place that will turn your food service into an even more profitable venture.

Liebman

Driving Guest Loyalty through Managing the Guest Experience

Presented By: Josh Liebman, Director of Business Development - Amusement Advantage

Monday, January 14 - 2:15 pm - 3:30 pm

Every bowling center strives to provide excellent guest service. Repeat visitation, guest loyalty, and word of mouth are directly correlated to the service received by your staff. You may be placing emphasis on ensuring that guests have an enjoyable experience onsite, although the “pre-arrival” and “post-visit” components part of the “guest experience cycle” are more difficult to manage. When the entire guest experience cycle is managed correctly, it results in exceeding more guests’ expectations, and seamlessly transitioning each guest into a loyal ambassador. This session highlights each component of the guest experience so that you can identify any gaps in your current system and create a smoother flow from first time visitor to lifelong advocate.

With more than 13 years of experience in the Theme Parks & Attractions Industry, Joshua Liebman specializes in guest experience training, feedback analysis, mystery shopping, efficiency enhancements, and quality assurance consulting. Joshua’s expertise includes harnessing guest satisfaction and converting it to loyalty, along with recovering from some of the most complex service failure scenarios.

Joshua has worked for some of the top attraction operators in the world, including, Walt Disney World, Universal Orlando, Merlin Entertainments, and Cedar Fair. Joshua has been integral to the openings of multiple attractions in various leadership capacities. His educational background includes a Bachelor’s Degree in Theme Parks and Attractions Management, along with a Master’s Degree in Hospitality & Tourism, both from the University of Central Florida’s Rosen College of Hospitality Management.

Chad Murphy

USBC - A Future for the Sport

Presented By: Chad Murphy-Executive Director USBC

Monday, January 14 - 3:45 pm - 5:00 pm

Join USBC Executive Director Chad Murphy as he discusses the value proposition of USBC certification for both proprietors and individual members. He will talk about USBC's adjustments to bowling ball specifications and outlines the extensive research and surveys used to develop the standards, the lane inspection process and why protecting the playing environment is an important goal for the future for of the sport.  He also takes a quick look at the USBC national tournaments.