Hospitality groups face a unique challenge: delivering a consistent, high-quality guest experience across multiple venues, teams, and locations.

This is a two-part session. Mark Shaw will present on how hospitality groups can build strong internal cultures through leadership and better employee experience design.

He will then lead a fireside chat with Bianca Dawson, Chief Training & Development Officer at Australian Venue Co, exploring how operators are operationalising experience, from onboarding and training to service standards and systems, to deliver consistency and standout guest experiences at scale.