What happens when you bring together an educator who spent sixteen years as a concierge at a five-star hotel in San Francisco, with a customer service expert who ran service departments at Schwab and Citibank, with an Emmy Award-winning television producer, and a communications technologist from Silicon Valley?......
.....You get service training that's right on the mark with practical, tactical solutions delivered in a fun entertaining way that employees like to watch. And that means training that sticks!
Stiel Media Partners Background
Holly Stiel
Partner, Stiel Media, LLC
Holly Stiel, M.A. is a pioneer in the field of customer service. Twenty five years ago, she walked into the international convention of Les Clefs d’Or in Vienna as the first American woman admitted to the exclusive international concierges’ association. In 2004 Stiel was presented an honorary membership for her lifetime of service to the profession.
Stiel single-handedly started the concierge department at San Francisco’s Grand Hyatt, and was the chief concierge for 17 years. Her leadership served as the model throughout the Hyatt corporation.
Holly Stiel's company Stiel Media LLC developed the customer service training program for Hampton Inns and Hilton Garden Inns using state of the art interactive DVD formats.
Other clients include: Bellagio Hotel & Resort, Bank of America, Hilton Hotels, Hyatt Hotels, Disneyland, Nordstrom, Loews Hotels, Marriott Hotels, MGM- Las Vegas, Nortel, Premier Resorts, Advanced Micro Devices, Sheraton Hotels, Sonesta Int. Hotels & Westin Hotels & Resorts.
Stiel has also been featured as the keynote speaker at many professional organizations, including: ISPA, the Hotel Sales Marketing Association, Meeting Planners International, The California Governor’s Conference on Tourism, Professional Association of Innkeepers International, The Bank Marketing Association , Society of Human Resource Management, and the Association of Homecare Providers.
Stiel is the author of 3 books on customer service. Ultimate Service, The Complete Handbook to the World of the Concierge, considered to be the definitive work on this topic. Thank You Very Much- A Book For Anyone Who Has Ever Said, “May I Help You” and her most recent book, The Neon Signs of Service Getting to the Heart of the Matter in Customer Service.
She has a Masters Degree in education and has taught at the Hospitality School of The University of Nevada, Las Vegas and the International Concierge Institute, U.S.A. and Canada. In 1999 Holly was awarded the “Distinguished Visiting Professor” award from Johnson & Wales University, Charleston Campus.
Holly Stiel, author, speaker, consultant teaching the art of customer service. Learn more at www.thankyouverymuchinc.com
Burt Arnowitz
Managing Partner, CEO, Stiel Media, LLC and
Arnowitz/Hurn, LLC
Media and Interactive Media Design and Production
Burt Arnowitz is an acclaimed media/new media Executive, Designer, Producer and Director. His groundbreaking television, documentary and interactive media programs have won over 80 major awards for excellence in entertainment, education, PR and marketing categories.
Burt’s 25 year background incorporates the visionary use of the newest media tools for the creation of new kinds of programs for: broadcast television (creating a syndicated hit magazine series through the first use of portable video equipment); entertainment (the first CD-ROM edu-tainment best seller); publishing (the first comprehensive multimedia and web education products); and consumer products (the first comprehensive multimedia catalog).
An acknowledged New Media expert, Burt is a frequent speaker/presenter at industry conferences including MILIA, Seybold, Software Publishers Association, Macworld, UCLA Multimedia Roundtable, COMDEX, NECC and was invited to appear before the US Congress’ Office of Technology Assessment.
Burt's the receipient of Top Media/New Media awards in over 80 national and international contests.
Honors include: 2 Emmys, 16 Emmy nominations, NAPTE Iris, Broadcasting Hall of Fame, 13 Gold and Silver CINDYs (including Best of Show), 22 Advertising and PR awards, 4 Gold and Silver New York Film Festival awards, 4 Invision awards, Gold and Silver Apple awards. Burt was elected by his peers to the World’s Top 100 Multimedia Producers List compiled by Multimedia Producers magazine
The U.S. Library of Congress chose three Arnowitz education products as examples of multimedia excellence and placed them on permanent display at the National Demonstration Lab’s Interactive Media exhibit in Washington DC.
Aimee Lyndon-Adams
Partner, Stiel Media, LLC
Sales and Service Quality Consultant
Instructional Designer
Aimee Lyndon-Adams has specialized in sales and service management for the past 12 years, most recently at Charles Schwab, where she had nationwide responsibilities as Director, Corporate Service Quality. In that position, she developed and implemented strategies and tactics to realize Schwab’s vision of being the premier provider of service in its industry. Prior to her engagement at Schwab, she was Director of Service Quality for Citibank California, Nevada and Utah; before that she was with Redwood Bank as Vice President, Sales and Service Management.
More recently, she acquired four years experience with Omega Performance, an internationally-based training and performance improvement company. As a senior consultant, she wrote strategic plans, facilitated corporate vision and values, designed, developed and delivered a variety of sales, service and call center training programs for both employees and managers.
Now, Aimee combines her wisdom and experience of building sales and service cultures with in-depth training programs that enjoy a proven track record of improving productivity and morale, and developing and sustaining stellar performance. In addition to public and private sector training, she provides individual and business consultation services, facilitation services and is a nation-wide keynote speaker.
Aimee has completed B.A. coursework at MERU, a European research university, as well as an array of specialized courses including Finance for the Non-Financial Manager at University of Michigan, Facilitating Change at Interaction Associates, Interpersonal Managing Skills at Learning International and Citibank’s Service Management Strategy and Tactics. She received Citibank’s individual Nationwide Gold Service Excellence Award and its CitiPRIDE individual service excellence award, as well as the PMAA Golden Reggie for Customer Satisfaction program development and Schwab’s President’s Award for Breakthrough Performance.
Aimee is a member of the Board of Advisors of Consumer Value Star, as well as being a member of ASQC.
Jeff Hurn
Partner, Stiel Media, LLC.
Partner Arnowitz/Hurn, LLC
Producer, Director, Editor, Photographer
Media/Multimedia Producer
Jeff Hurn has been producing a broad range of award-winning media and multimedia for over 15 years. Projects range from an award-winning, multi-year series of CD-ROM and video-based training courseware, (rated #1 among all computer based training programs by industry publication CBT Reports), to photographic images for General Motors’ billboards to Point-of-purchase multimedia kiosks for Adobe software products.
Jeff is a graduate of Caltech and a founding team member and Director of Marketing Communications for Silicon Valley-based Megatest Corporation. For the last 15 years he has had an informal (now formal) partnership with Burt Arnowitz developing products and providing services for training, sales, marketing and entertainment through media and new media.
Armowitz/Hurn maintains studios in Silicon Valley and San Francisco equipped with non-linear edit suites, state-of-the-art imaging and digital production equipment. Recent clients include, Adobe, Premiere Resorts, 3COM, Ascend, Lucent, Intira Networks, Incyte Pharmaceuticals, Trimble Navigation, Specialized Bicycle, Creative Labs, Yakima Products, and The North Face.
