SPEAKER BIOGRAPHY

John Formica, (The “Ex-Disney Guy”), is a leading authority on tourism, hospitality and service industries alike, while fast becoming a highly sought after internationally known keynote speaker, business and team trainer and small business consultant. John has inspired audiences across the globe with over 3,000 keynotes and seminars to associations, business communities, health care professionals, colleges and students, showing them how to create a Disney-like culture, positive leadership, team relationships, small business growth and transforming any existing service level into a Magical customer experience.

Prior to speaking, John acquired over 25 years of experience in top management positions with service industry leaders including:

• Walt Disney World Resorts® • Hyatt Hotels
• Hilton • Adam’s Mark • Sunrise Senior Living

During his 10 years at the Walt Disney World Resort in Orlando, Florida, John managed their top luxury resort properties and implemented “Disney’s” philosophy on creating a superior customer experience and people management to lead his teams to achieve:

• Highest guest satisfaction ratings among all Disney World Resort Hotels.
• Selected to Co-chair and assist in the company-wide rollout of “Disney’s Guest Satisfaction Program.”
• Delivered presentations for the Disney Institute on “Customer Loyalty” to audiences, companies and business professionals from all over the world.

Today, John is “America’s Customer Experience Coach” and has been featured on the NBC Morning Show, FOX, ABC, CBS, Univision, Business Journals, Radio and recently the Virgin Atlantic In-flight Magazine, after completing two successful speaking tours in Australia and named “Australia’s Best Customer Experience Coach.”  John shares his incredible 25 plus years of hospitality and service industry experiences and success strategies to empower leaders, teams and audiences to achieve extraordinary results. John’s unique coaching style and ability to create change, has successfully helped hundreds of leaders, small businesses, local communities and business professionals build brand loyalty for life, attract more customers and create “Whistle While You Work” Team Environments.

John’s highly requested keynotes and presentations have earned a reputation for being high energy (sometimes theatrical) enthusiastic, creative, applicable and highly motivating.

Under John’s leadership and passion for the customer experience, his team’s accomplishments include:

• Zagat Award for the Top-10 Resort Hotel in the U.S.
• Pinnacle Award Winner for a Top 5 Convention Hotel in North Carolina.
• Improved Resident Care Satisfaction Scores from a “C” to an “A” grade.