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.
Nicole Mains, NSCA – CSCS
Nicole Mains served as the Wellness Director at the Boulder Country Club (Boulder, CO) from 1997- 2018 after graduating with a degree in Kinesiology from CU-Boulder. She is an NSCA Certified Strength & Conditioning Specialist & has served as the Club Spa & Fitness Association Vice President and Board Advisor since 2011.
Nicole built the BCC wellness program from the ground level and assisted in the facility design, layout, and budget development for BCC’s $2.5M Athletic Center initial renovation in 2008-2009 and a proposed $2M second renovation of its Athletic Center in 2016-2017.
After a move to Livingston, MT she took the helm at the Ridge Athletic Clubs in Bozeman, MT as the Fitness & Ridge Wellness Massage Director overseeing two locations and 13,000 active members. During her tenure with the Ridge Athletic Club she has guided the spa renovation and addition of two boutique studios in the 60,000 sq. ft. facility.
Nicole has been a contributor to Board Room, CMAA, Club Spa & Fitness Association (CSFA) magazines, a presenter at the PGA Expo Club Industry trade show, CMAA National, IHRSA, Club Spa & Fitness Association (CSFA) & National Club Association conferences & multiple CMAA educational chapter events.
Nicole is a co-founder of Club Wellness Evolutions LLC consulting with private clubs and wellness expansions throughout the US, assisting in operational analysis, development, spatial planning, equipment selection, staffing & Board education.
Michelle A. Riklan, ACRW, CPRW, CEIC, CJSS
Career Strategist, Consulting, & Search Executive
Michelle has built a successful career management firm, Riklan Resources, that specializes in personal career marketing, outplacement, and soft skills training. For over 25 years, Michelle has leveraged her skills as a Human Resources Executive, Executive Recruiter, Career Marketing Strategist, Trainer, and Speaker to serve individuals and companies across multiple industries. She is no stranger to the hospitality industry as her early career through college significantly exposed her to front of house restaurant operations, and she has worked with hundreds of managers in the industry, helping them to refine their skills and presentation of credentials.
Michelle was introduced to the Club Management Association of America (CMAA) many years ago and was their resume writer for more than 8 years, offering her time during annual conferences to assist their members and students. She has been a speaker at several CMAA conferences and continues to be a requested speaker for chapter education meetings. Over the years, Michelle has assisted and built strong relationships with many industry professionals.
Michelle has a master’s degree in Speech and Interpersonal Communication, is an Academy Certified Resume Writer, Certified Professional Resume Writer, Certified Employment Interview Consultant, Certified Job Search Strategist, and a Certified DiSC Trainer.
Michelle is a member of Society of Human Resource Management (SHRM), Association of Talent Development (ATD, formerly ASTD), Career Directors International (CDI), Career Thought Leaders PARW/CC, and the National Resume Writer’s Association.