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Guy Smith helps leaders and businesses reinvent themselves from the inside out – beyond making incremental improvements and into achieving powerful, sustainable, breakthrough results. As the newest member of the Snow & Associates team, Guy’s dynamic style and expertise in leadership, customer service, diversity, employee satisfaction and linking employees to business strategy will reach an even wider audience.
Previously with Gaylord Opryland in Nashville, Guy headed the leadership and training of 4000 employees for the 2,880-room resort and convention center. Focusing on leader and frontline development linking employees to business strategy, he led a team that created and implemented a resort-wide customer service initiative resulting in a 21% increase in customer satisfaction in just eight months. Guy also led the company’s entrée into Diversity with an awareness program – the beginning steps to creating a culture that embraces differences.
Guy also served as the Vice President of Organization Effectiveness for the Methodist Health System in Dallas, supporting two hospitals, four family health centers and 3,500 employees. Guy was instrumental in helping the company achieve the Dallas Business Journal’s “Best Place to Work” distinction two years in a row. Before joining the Methodist Health Care system in Dallas, Guy worked for Texas Instruments as a performance coach focused on developing and implementing customized training and cultural interventions across a spectrum of business areas. He also oversaw the company’s enculturation process introducing the organization’s values and critical success factors that encourage innovative thinking, and lessen time-to-contribution for new hires by 29%.
Earlier in his career, Guy spent 18 years with The Walt Disney Company in Florida primarily at Disney University and Disney Institute. Responsible for directing a 40-person team of consultants and facilitators while overseeing the operation of 30 training programs, he achieved an overall guest satisfaction rating of 4.75 on a 5-point scale. Additionally, he surpassed his $16 million dollar revenue goal by 7%. While there, he was responsible for identifying business solutions for organizations, and he consistently surpassed his sales goal by as much as 40%.
Guy began his career at The Florida School for the Deaf and Blind as a Vocational Counselor for the hearing-impaired and continues to use his sign language communication skills today. He graduated from Flagler College in St Augustine Florida and holds two B.S. degrees – one in Education and another in Psychology.
Known for his dynamic and unique presentation style, Guy is a certified practitioner of Crucial Conversations, Myers-Briggs Type Indicator, Design Dimensions International, and HeartMath, an approach to managing your physiology to direct behavior effectively in stressful situations. He is a member of CHART (Council of Hotel and Restaurant Trainers) and ASTD (American Society for Training and Development).
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Patricia Smith was most recently with Wyndham International, as one of the eight top corporate officers reinventing the company. Recognized as a visionary leader, Smith was responsible for transforming the corporate culture while leading the human resources team including a network of regional HR offices across North America and the Caribbean providing people services to Wyndham’s 24,000 employees.
Smith led a team that linked the company’s customer recognition experience (Wyndham ByRequest) to the employee experience. She assumed the lead executive coach role for the company, providing coaching to top leaders, and also collaborated with the EVP of Corporate Affairs and Diversity on the company’s diversity reinvention. In doing so, she took the company’s NAACP Hotel Ranking from #11 out of 11 hotel companies to #2 out of 13 in just 3 years.
Prior to Wyndham, Smith was Director of Strategy Implementation and a Senior Consultant with Wilson Learning Corporation where she partnered with William Ury, co-founder of Harvard’s Program on Negotiation and author of Negotiating to Yes, Getting Past No and Getting to Peace. During this time, she designed and implemented cultural evolution strategies as well as diversity and sales training solutions for corporations in the pharmaceutical, manufacturing, insurance and lodging industries.
Before that, Smith spent 15 years with The Walt Disney Company at Disney University and the Disney Casting Center. While there she partnered with Marcus Buckingham, bestselling author of First, Break All the Rules and Now, Discover Your Strengths. Key accomplishments include launching two off-site Disney resorts earning 4-Diamond ratings in just four months and achieving the highest leader score on the Gallup Organization Talent Formula.
Smith began her career as a LPN on a medical-surgical floor at Orlando Regional Medical Center. She holds a Master’s Degree in Career and Human Resource Development from Rochester Institute of Technology as well as two Bachelor Degrees – one in Communications from Rollins College and another in Metaphysics from the American Institute of Holistic Theology. Her first-hand knowledge of being a corporate culture change agent and top-level executive coach brings a unique perspective to her work with Snow & Associates. |
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John Hill delivers his keynote presentations, training sessions and workshops, designed to optimize business results for companies of all sizes, with passion and expertise. Having addressed more than one thousand groups, he knows how to engage and entertain his audience.
John began his career at TGI Fridays Inc. as a General Manager of high volume units in NY, Boston and Dallas. While there, he was responsible for staffing, sales, profits, recruiting and the training and development of all staff members.
In 1989, John was recruited by Walt Disney World® Resort to manage their restaurant food and beverage business in multiple locations. While managing hundreds of cast members, he fine-tuned his natural talent for interpersonal skills, networking, and more specifically, training and development. He was invited to join The Disney University as a Cast Training and Development Specialist where he facilitated hundreds of educational programs for the cast. Because of his success, he was recruited to teach a full curriculum of external education classes known as "The Disney Approach" series.
John left Disney to join Papa John's International, the fourth largest and fastest growing pizza chain in the US, as Vice President of Training and Development. He was responsible for growing the staff to accommodate the expansion of over 1,000 restaurant locations nationwide. At Papa John’s, he developed and implemented a comprehensive training program designed to identify and prepare "fast trackers" for promotion, was licensed to facilitate and integrate Covey Leadership programs and grew the training department from a centralized to a decentralized operation. In addition, he redesigned employee orientation, initiated advanced leadership training for the management team and ensured the successful integration of the corporate culture and brand essence throughout the system.
Today, he is a full time speaker, trainer and consultant focused on leadership development and customer service. John’s hand-on experience with organizational and operational training and development makes him an integral part of Snow & Associates.
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John Hill
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Teri Yanovitch is a consultant and trainer with expertise in creating a culture of exceptional service, developing customer loyalty, continuous process improvement, leadership development and teamwork/ communications. Her powerful combination of customer service expertise and real-world quality management helps move organizations from “business as usual” to a sharper focus on customers and quality.
Teri honed her skills with the best of the best. As a keynote speaker and seminar leader, she shared the best practices of customer service developed by the Walt Disney Company with global organizations. And, for more than a decade, she facilitated cultural change as an executive with Philip Crosby Associates (PCA), the company that revolutionized total quality management. Her insight and engaging style made Teri an outstanding consultant and speaker at Crosby’s Quality College and The Disney Institute.
She is the co-author of the highly acclaimed book Unleashing Excellence – The Complete Guide to Ultimate Customer Service with Dennis Snow. This book, a culmination of years of experience in the field, serves as a handbook to leaders of organizations that are looking to create a culture of quality and exceptional service as a way of life. She is also the co-author of Retain or Retrain – How to Keep the Best Ones from Leaving.
Teri has been in the training field for over 25 years, beginning her career as a regional trainer with the Hertz Corporation. In addition to working with Snow & Associates, she serves as an adjunct for Rollins College Executive Business Division and Cornell University.
An active member of the community, Teri sits on the Small Business Board of the Orlando Regional Chamber of Commerce and Lake Brantley High School Student Advisory Council. She is also a past Board member of the Orlando Ballet Company.
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Teri Yanovitch
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