2026 General Session Description
[Duplicate] The Secret Ingredients of Five-Star Service
Hospitality professionals are experts at making others feel seen, valued, and cared for, but who’s taking care of you? In this restorative session, Chelsea C. Elliott, MSW invites attendees to slow down and reflect on what emotional wellness looks like in their own lives, while they provide a five-star experience for those they serve. You’ll walk away with practical tools to manage stress, set healthy boundaries, and rediscover joy in your work. Because when you feel good, everyone you serve feels it too.
Choosing to Care: How Curiosity Creates Community
James Robilotta, CSP, is a leadership author, motivational speaker, emcee, and trained improv comedian who has been speaking internationally since 2009. Drawing on years of experience building, training, and leading teams, James helps leaders manage and retain talent, give feedback that sticks, and build strong company cultures through curiosity and community. His unique blend of humor, research, and real-world experience creates powerful conversations that leave audiences feeling recharged, introspective, and ready to take action. He has worked with organizations including American Express, GE, Accenture, and Afterpay, all while championing his belief that we learn best from people who are imperfect, not perfect.
What if choosing to care starts with simply being more curious? In this engaging and humorous session, James Robilotta explores how curiosity can strengthen connections, build community, and create a more engaged workplace. Attendees will learn how to ask better questions, listen more intentionally, and move beyond assumptions to better understand the people around them. Through relatable stories, humor, and real-world insights, James will challenge attendees to approach their teams and everyday interactions with greater curiosity, authenticity, and care.

