Keynote Speaker

Thomas F. O'Toole 
Senior Vice President and Chief Marketing Officer
Keynote: "The Future of Flight Service in a Digital World" 

Tom O’Toole is senior vice president and chief marketing officer for United Airlines. In this role, Tom is responsible for all marketing, brand and product development, ancillary revenue, digital channels, loyalty, co-brand credit cards and customer data analytics. He is also president of MileagePlus. Before his current position, Tom was senior vice president of marketing and loyalty and president of MileagePlus for United. He joined United in early 2010 as senior vice president and chief marketing officer. Before United, Tom was chief marketing officer and chief information officer for Global Hyatt Corporation. He joined Hyatt as vice president of marketing in 1995. Tom is a director of Alliant Energy (LNT) and a trustee of the Chicago Symphony Orchestra, Windows on the World Communication (WTTW/WFMT) and the Big Shoulders Fund. He received the Master of Applied Communication Theory and Methodology and Bachelor of Arts (Communication Research) degrees from the Cleveland State University.



J Blackmon Headshot"Service Excellence Culture" 

Presented by Jennifer Blackmon
Corporate Director, Culture Transformation, the Ritz-Carlton Leadership Center

September 21, 2016 at 9:00am CST to 10:00am CST

By exploring the award-winning business practices of The Ritz-Carlton, you will discover how a service excellence culture results in engaged employees and customers. You will be guided through The Ritz-Carlton Gold Standards — the foundation of our iconic, global brand. You will also visit our key processes such as onboarding and empowerment that lead to legendary service and sustainable success.

Program Highlights

By understanding the proven strategies of The Ritz-Carlton, you will collect new insights that can be
applied to your organization.

You will be introduced to The Ritz-Carlton road map for:
• Differentiating your company from the competition by consistently offering service excellence
• Developing a customer-centric culture at your organization to drive brand loyalty
• Establishing robust operational systems in order to reduce mistakes and rework
• Ensuring customer engagement to further your brand’s recognition and reputation
• Improving your employee engagement through service values and empowerment to reduce turnover


Program Outline

This course contains four major sections:

1. The Ritz-Carlton Culture

Through this in-depth review, you will learn about The Credo, Motto, The Three Steps of Service, The Employee Promise and the 12 Service Values of The Ritz-Carlton.

2. The Systems Behind the Smiles

You cannot extend legendary service without having robust systems and processes in place. You will hear about our selection process and how we onboard talent at The Ritz-Carlton.

3. Employee and Customer Engagement

You will be introduced to the three levels of employee engagement and shown techniques that will enable you to personalize your service and create emotional connections.

4. Empowerment

Your organization’s problem resolution strategy is critical to your success. You will discover the
benefits of employee empowerment.