In this high-energy session, Mary Delia—a seasoned hospitality consultant who has worked with top-tier brands like the NFL, MLB, T-Mobile, and Bank of America—will share why small, intentional frontline moments are the true power moves of modern guest service. From front desk to housekeeping to hotel leadership, she’ll demonstrate how your team can create lasting loyalty and five-star reviews without spending an extra dollar.
“I cannot wait to be in the beautiful Wisconsin Dells this fall! These days, our guests and frontline teams are often tired and distracted, so let’s talk about how to level up those first moments of guest contact—making it easier to wow our customers, fire up our teams, and keep everyone coming back. I will kick off your WHLA Conference with funny stories, practical insights, and a fresh take on the power of a great welcome.”
Following the keynote, Mary Delia will also lead a Leadership Track breakout session, titled “The Hello Manifesto: How You Show Up Shapes How You Lead.” This practical and inspiring session is tailored for current and aspiring leaders in hospitality. Participants will explore the H.E.L.L.O. mindset, how to role model executive presence, and how small leadership moments—like greetings and check-ins—can drive culture, morale, and performance.
Who Should Attend?
Mary Delia was selected based on the expert input of WHLA’s Programming Task Force and Education / Conference Committee, who recognized her experience and insight as a perfect fit for this year’s theme: Adapting, Building, Thriving.
Registration is now open—don’t miss your chance to hear from this nationally recognized voice in guest experience and leadership!
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