Keynote Session: A Culture of Excellence | Building Success from Within
Presented by The Ritz-Carlton Leadership Center

Employee mindset has everything to do with whether your business survives or thrives because engaged employees create engaged and loyal customers.

An award-winning employment brand, through this session, The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Whether you’re re-opening your business in a changed world or re-vitalizing a flagging culture that has shifted to a virtual work environment, our trusted processes take the guesswork out of selection, onboarding, upskilling and retention of talent. Leaders ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees.

Distinctive Topics

• 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.
• Simple, Sustainable Processes: One cannot extend legendary service without having robust systems and processes in place. You will hear about the selection process at The Ritz-Carlton and how we onboard talent and reward and recognize our associates.
• Employee and Customer Engagement: The foundation of driving customer engagement is having engaged employees. 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.
• The Importance of Empowerment: Empowering your employees is an imperative component of legendary service. You will learn about The Ritz-Carlton Empowerment Guidelines, including how these reduce problem resolution costs and create consistently exceptional service.

CLICK HERE to download Ritz Carlton's Learning Journal. Ritz Carlton recommends attendees download and print or have an electronic version of this fillable PDF available during their presentation. 

Self-care is essential for maintaining well-being and preventing burnout, for both you and your Managers. In this session you will learn some strategies that both you and your managers can adopt to promote self-care. You will also walk away with some knowledge on how to recognize the signs of burn out in your employees.

Presented by:  Lirelle Klein, Human Resources Director, Taylor Management Company, AAMC, AMO & Amanda DaSilva, Regional, Human Resources Director, Associa, Chris Maus, President/Managing Partner, CAMCO Management Co., AAMC

The community association management industry is in the early days of consolidation. As many owners can attest, their inboxes are filled with inquiries from potential buyers they may have never heard of before. Our experienced panelists will discuss the current state of the market, provide some guidelines to help you take advantage of this phenomenon and provide an open forum for questions. 

Presenters

Jared Tunnell, Common Area Financial, and Thomas A. Hill, Managing Director, Griffin Financial Group

Presenters

Stacey Dyer, Alliance Association Bank, Adrian Martin, Webster Bank & David Velasco, JGS Insurance

Gun violence is in the news every day in America. Community associations and community association managers are not immune, as the industry sadly learned in 2022 in a high-rise building in Atlanta. This session will provide essential background information on the development of active shooter drills, strategies that you can teach your employees to utilize during high-stress situations, and steps you can take to prepare for significant events and other potential triggering incidents.

Presenters

Michael J. McGrory Jr., and Kara Guerra, FOCUS! Safety Training Academy

Since the collapse of Champlain Towers South Condominium in Florida in 2021, much attention has naturally focused on the structural integrity of buildings. This is an important topics regardless of whether your buildings is one floor or a high rise with dozens of floors. Since that tragic day, the community association industry has intensely focused on infrastructure threat assessments and how to insure the safety of those who live and work in community associations. This session will shed light on the following topics:

• Building Codes, Regulations and Ordinances as they relate to existing buildings.
• Structural Design and Analysis – structural building assessments, the different types and requirements and how recent building failures are changing the requirements for these inspections throughout the industry.
• Mechanical Systems and Utilities – discuss potential for premature failure of mechanical systems and utilities and the significant impact this can have on a communities finances (riser replacements, fire sprinkler and alarm, etc.
• Inspection and Maintenance – discuss the importance of detailed inspections and maintenance records and how this can help identify potential deterioration or damage that may affect the structural integrity of the buildings.
• Environmental factors – discuss the impact of high intensity storms, floods, snow, and the effects this can have on a building.
• Discuss strategies to address and prioritize the most critical issues first to ensure safety of occupants and prevent further damage.
• Discuss the need to develop a comprehensive plan for repairs or strengthening measures, obtaining the required permits and approvals.
• Discuss the role of an Engineer, Contractor, Manager and Boards as well as others and how to build a team approach for a successful project.

Presenter

Kendall Eberhardt, P. E., Executive Vice President of Pennsylvania Structural/Commercial Division for The Falcon Group

Join us for an enlightening presentation designed specifically for C-Levels in the community management industry, as we navigate the paradigm shift triggered by the Surfside collapse. With increased regulations and a heightened focus on the physical and financial well-being of community assets, our industry is at a critical juncture. Simultaneously, as our industry matures, new business strategies emerge, and rapid advancements in Artificial Intelligence (AI) reshape the landscape. In this forward-thinking session, we will explore the evolving role of reserve studies and their transformation through digitalization. Discover the potential impacts of AI and emerging technologies on community management companies and gain the knowledge and strategies necessary to confidently lead your organization into the AI-driven era.

Presenters

Damian Esparza, Founder, SmartProperty & Chris Maus, President/Managing Partner, CAMCO Management Co., Inc., AAMC

Advocacy and government affairs are a core function of CAI and have been for the last 50 years. Each year, CAI tracks thousands of pieces of legislation that might impact community associations. Often, what happens in one jurisdiction will eventually spread to other jurisdictions. This closing session will cover current issues and trends at the Federal, state and local levels across America and provide a forecast of what may be coming down the road in a legislative body near you.

Presenter

Dawn M. Bauman, CAE, Senior Vice President, Government & Public Affairs, Community Associations Institute