Lourdes Bizarro
CASE, CIIP, CIS, Senior Manager, Marriott Central America and South America
Motivating Force: I truly believe in the power of the business events industry, not only because of its importance in the global economy but for the positive impact on bringing people together. The power of sharing ideas and networking drives innovation and professional and personal development.
Approach to Supercharging Experiences: I simply love the energy of every single industry event, the meetings industry community is incredible, meeting colleagues and planners is recharging.
Highlight of My Hospitality Career: For five years, I was responsible of overseeing and designing the strategies for the business events market for Los Cabos Tourism Board. In 2021, was appointed multi-property director of sales for Marriott & Westin Puerto Vallarta and recently transferred to Mexico City to become the senior marketing manager for Central America and South America hotels for Marriott International.
Jon Erickson
Area Director of Sales & Marketing, The Davenport Collection
Motivating Force: Our team has been given the opportunity to secure the business that allows our staff to take care of themselves and their loved ones. What more motivation does anyone need than helping others? As salespeople, we can impact all of the staff at our hotels along with communities where our hotels are located. Securing the business that allows us to provide full-time hours, it can also impact the smaller independent businesses in the vicinity of the hotels we serve. Understanding the impact we can have on our community, our coworkers and our owners is what drives me each and every day. I had family in town and we were grabbing lunch a local restaurant when the server delivered a drink and a note. The note said, “Thanks for your leadership, your team is allowing me to live life more comfortably.” I was overwhelmed and humbled when I read this.
Approach to Supercharging Experiences: In a world where we are consumed with checking boxes and getting things off our plates, we have conditioned ourselves to accept the norm and move on. I fill my cup by creating an experience or moment that is not expected, out of the ordinary or sometimes just fun! We were planning a team meeting for our friends at ConferenceDirect and they challenged us to come up with a fun way to see the city.
Being a competitive person, I decided to create the “SPOmazing Race”! Teams took to the streets of Spokane led by a hotel salesperson. They received clues along the way about tasks they had to complete at each location. Over 4 hours they visited 5 different areas of downtown while learning and sharing their journey on social media. Not only did these three teams have fun, but each and every partner that we worked with to produce the race loved being involved. We taught these 24 people about the city without creating a PowerPoint that they would have taken notes on and later discarded. At the end, they all remarked it was one of the best ways they could have seen our city.
Highlight of My Hospitality Career: I have been a part of some amazing teams in my career. With over two decades in hospitality sales, I have a lot of highlights. From personal achievements, to growing under incredible leaders, to exceeding team goals, and even meeting industry icons like Kemmons Wilson and Bill Marriott, Jr., its been amazing! However, my current journey brought me to Spokane, Washington, two years ago. I knew that this new opportunity was not going to be easy but could be the most reward time of my life. Over the last two years, we have shifted a team that was devastated by the pandemic and built them back up emotionally and structurally.
We have built a culture of teamwork, inclusion, fun and winning. This team has out-produced everyone’s expectations from day one and continues to push forward into a brighter future for the destination. Together with our partners we work to tell the story of Spokane and why it should be front of mind for your next meeting or event. I am so proud of my immediate team and relationships they cultivate. It is the youngest team I have ever led, and they have the highest ceiling we are shattering.
Shelle Hedrick
Senior Director of Special Event Sales, Live Nation
Motivating Force: Bringing joy to those around me is the driving force behind everything I do. There is no greater feeling than witnessing a client’s excitement over a flawlessly executed event. Each time a client expresses their gratitude for the team’s exceptional service, it fills me with immense pride. I’m honored to be part of such a remarkable group of professionals. I am equally motivated by the joy I bring to my team as they grow. As a leader, my goal is to empower my team to excel, offering support and guidance every step of the way, even as they pursue new opportunities. Nothing brings me more satisfaction than watching my team members shine both personally and professionally.
Approach to Supercharging Experiences: At the heart of every event is the simple reminder: we’re here to have fun—and when the team embraces that, everything else follows. Events bring people together and create lasting memories. If your team is energized by the event’s details, your guests will be too. In Las Vegas, we’re fortunate to have world-class entertainment at our fingertips, allowing us to elevate experiences to unprecedented levels. With ever-evolving technology and creative options, we consistently stay ahead of trends, transforming our clients’ visions into reality.
Our goal is to make every client feel like they’re the only one—even in a city where my venues host nearly 400 events a year. My team’s dedication to personalized service is what drives clients to return year after year. Our approach is built on truly understanding our clients’ goals and exceeding their expectations. We achieve this through an all-star team, a fun and unique venue, and access to top talent, venues and full-service event production. Whether it’s custom decor, menus, branding or performances, we ensure that every detail is tailored to the client’s vision.
Highlight of My Hospitality Career: After more than 20 years in Las Vegas hospitality, I’m still filled with excitement for what each new day brings. Las Vegas is constantly evolving, and that’s what makes this city—and its people—so special. I’ve had the privilege of living and working here through pivotal moments in our history, and every time, this city proves its resilience and strength. We don’t just bounce back; we shine as the beacon of the events world, leading by example. One unforgettable moment of my career was when Las Vegas hosted its first Super Bowl. The entire city buzzed with energy and efficiency, like a well-oiled machine. My venues hosted 10 large-scale, multi-day events, each one tailored to high-profile clients. It was a week that reminded me of the power of this city and the incredible community I get to work with every day. Being part of Las Vegas hospitality is the greatest highlight of my career, and I wouldn’t trade it for anything.
Samantha Klein
Director of Marketing Strategy, Meetings and Events, MGM Resorts International
Motivating Force: Since relocating to Las Vegas eight years ago, I’ve had the incredible opportunity to collaborate with multiple verticals under the hospitality umbrella of the mega-resort environment, from food and beverage to entertainment, conventions and hotels. Each day is a completely new experience that presents their own set of challenges and opportunities. My motivating force is being able to use the power of leveraging our brand and the marketing tools we have available to create compelling narratives for our customers and connect with our audience on a deeper level.
Approach to Supercharging Experiences: As the marketing lead for the sales division, I am energized daily by the thoughtfulness and dedication my team brings in for every event, fully transforming a space into something completely unprecedented and making it look easy in the process. They are experts in their craft, and I constantly look for areas where I can add value and tie back into a larger brand story. Watching a customer’s vision come to life that drives their business is exciting, and deep diving into how that successful conference ties back to the emotional connection we were able to develop is my goal.
As an industry, we are continually seeking innovative ways to enhance the customer experience by reinvesting in new offerings, from cutting-edge technology to unique venues and entertainment. My approach to supercharging experiences goes beyond a successful event; it’s about leaving our customers feeling as though they’ve only scratched the surface of what’s possible. I strive to create emotional connections of joy and discovery, whether we’re highlighting personalized touches, immersive experiences or providing behind-the-scenes access. By fostering an environment where every detail is carefully curated, we create memorable experiences that resonate long after the event ends.
Highlight of My Hospitality Career: Working alongside the best hospitality, sales and marketing professionals in the business to learn and grow from has been the absolute highlight of my career. I’ve been grateful to have the opportunity to work in a few different capacities within the Las Vegas landscape–whether within iconic hotels and brands or on the marketing agency side, representing the destination as a whole. Throughout all of these experiences, I’ve gained a 360 perspective of our market, and the passion and elevated talent that shapes our industry has stood clear.
Lynn Miles
CMP Fellow, Sales Manager, Ocean Center
Motivating Force: It is hard to believe that it has been 30 plus years since I entered into this hospitality and convention life. I still find myself with even more passion to continue to learn new skills and improve current techniques. I thrive on new events & tradeshow experiences! Face-to-face meetings with industry peers, partners, facilities, vendors and clients have been my biggest motivating force. Building a strong foundation for long-lasting customer relationships has been my key for success. It is the “Return on Relationships” that has guided me throughout the years from operations, event management, sales management, as well as in my personal life.
Approach to Supercharging Experiences: Having held positions on each side of our industry (event planner vs. supplier associate) I have had the opportunity to see two different perspectives with meetings and tradeshows. Both sides have the same common goal: Create the best supercharged show experience for all attendees. I am always excited to experience new destinations, new or expanded facilities, relevant keynote and educational speakers, new exhibit hall tradeshow designs, local community service projects and unique, memorable networking events and receptions. Some of the best hosted conference events have incorporated off-site tours of the host-city area attractions, local neighborhoods, or sampling the local food.
Highlight of My Hospitality Career: I was fortunate to have a wonderful director/mentor for years when I entered the association management and hospitality world. She provided opportunities for me to learn and experience all aspects of this industry. Starting with professional memberships in MPI, PCMA and IAEE. She strongly encouraged me to get involved by volunteering to serve on committees and boards. It is through that continued education, earned certifications and relationships developed which have provided some of my most special career highlight moments. I have had the pleasure to work alongside some great young, intelligent, driven event planners and sales/vendor associates. I have passed on the same wise advice to these young professionals. It is great to watch these women grow and develop into the amazing, strong and successful industry leaders they are today!
Read More: CMP Spotlight: Get to Know Lynn Miles, CMP Fellow
Angela Palacio
CMP, Area Director of Events, Lake Nona Hotels
Motivating Force: My motivating force for producing innovative events stems from a combination of passion, creativity and a desire to connect people. I find inspiration in the thrill of bringing unique experiences to life and the impact those experiences can have on attendees. I am driven by the challenge of pushing boundaries and experimenting with new ideas, as well as the satisfaction of seeing others engaged and inspired by my ideas.
Approach to Supercharging Experiences: My approach to supercharging events begins with understanding the audience, including their preferences and needs. It involves innovated concepts ensuring that each event is unique and exciting. Interactive elements and sensory stimulation help to create an atmosphere that is engaging and memorable. Finally, personalization plays a key role to make sure that each person feels special and valued.
Highlight of My Hospitality Career: A highlight of my hospitality career was designing an event for the James Beard Foundation. It was exhilarating to see the concept come to life and to push the boundaries of what had been created before in a unique venue space. The event involved some of the most talented chefs and each of the 5 courses was unique to the chef that created it. It was an honor to work alongside such a group of talented individuals to bring this event to life.
Ian Pullan
Executive Vice President, Asset Management West, KSL Resorts
Motivating Force: My everyday motto is “Be the best you can be!”
Approach to Supercharging Experiences: As an avid runner and biker, I thrive on the drive and intensity to finish strong. I believe in making the communities where KSL operates better places and being a good steward of the environment.
Highlight of My Hospitality Career: I discovered my passion for the hospitality industry at a young age while working as a bellman in Ireland, and I’ve been fortunate to enjoy many successes along the way. One of my proudest achievements is working with KSL Resorts to develop and implement the ‘On Purpose’ sustainability program, where each hotel in our portfolio is making significant strides in adopting green practices to reduce our overall carbon footprint.
Sarah Schmutz
National Sales Manager, Fairmont Princess Hotel Scottsdale
Motivating Force: I feel incredibly lucky to have discovered this industry and career early on in my life. My drive to exceed both my own expectations and those set for me by others keeps me motivated and eager to push forward into new territory. Challenges in this industry are unique and invigorating—from booking a new piece of business into my hotel to finding sustainable solutions for programs that make a greater impact, every day drives me to be better than the last. I genuinely enjoy creating bonds with my clients and colleagues, hearing their stories and making a deeper connection to those that love what we do as much as I do. Knowing that I’m contributing, even in my small way, to help build back this industry post-pandemic is inspiring because it reminds me that every effort plays a part in the collective recovery and growth of something greater than myself.
Approach to Supercharging Experiences: I love collaborating to create new, meaningful and authentic events that leave a lasting impact on everyone involved. They say that people will “forget what you say and do, but they never forget the way you make them feel.” Transforming an idea from concept to reality is one of the most satisfying and rewarding experiences I can have. There’s nothing quite like witnessing my clients’ satisfaction as their event comes together and their guests marvel at what they get to experience. Through these events, we forge connections that go beyond mere business transactions, evolving into a lasting partnership built on trust and shared vision.
Highlight of My Hospitality Career: There have been so many! Probably an overarching theme and highlight that has been most impactful is the examples of leadership that I have been exposed to and can now attempt to emulate. I want to thank all my mentors in this incredible industry, but especially the women leaders that have impacted my career, my learning and my growth. There are so many spaces where female leadership is a tracked statistic, rather than the norm. I can confidently say that these extraordinary role models have been integral to not only my career but, in my life, blazing a path forward and being groundbreaking examples of what it means to make an impact.
Lynsey Stock
Director of Sales & Marketing, Westin Bayshore, Vancouver, BC
Motivating Force: I am motivated by this industry and the ability to be creative and share this creativity with our guests and partners through our initiatives and experiences. Generating ideas for bringing the expectations of our guests and goals of our meeting planners, into ways that will inspire attendees, which they will take home and talk about with their friends and family, is what motivates me every day. I am so grateful for those I have the privilege of working with—our clients, partners and my team. I thrive on sharing ideas about events and how to move our industry forward. I am also very fortunate to live in Vancouver and am driven to create by this area and its natural beauty. Of course, I am also motivated by my family to work hard at whatever I do.
Approach to Supercharging Experiences: I follow a lot of trends and am constantly looking for content and ideas that will connect people. Whether it is a way we can enhance a vision with something from our inventory, an idea that is sparked by a conversation, or something I have experienced while travelling or attending events myself, I am always looking for how we can turn something into an event for groups to create that unique experience. Saving space for creativity is a core value for me. I often have ideas that I bring back to the team and while they are not all winners, we have had some home runs and I am grateful to work at a property that allows me to do this. The team at The Westin Bayshore, Vancouver is innovative and open to trying things.
Highlight of My Hospitality Career: Recently, I was honored to be asked to be a guest coach on “Bears’ Lair” an Indigenous television show, similar to “Shark Tank” with a focus on “co-opetition” rather than competition. It was so inspiring to meet this group of entrepreneurs, learn about their companies, goals and reasons for their business ventures. It was also my first time on a sound stage, which was quite impressive! Early in my career, I was lucky enough to work with the indigenous tourism sector and our hotel team has a goal to nurture these relationships, grow our indigenous partnerships and help to showcase our Coast Salish peoples heritage to those travelling to our area.
Through the friendships I have made and the network we have built, we were able to install an Indigenous Pollinator Garden in our hotel’s outdoor courtyard, host Indigenous performances in the gardens and crafts in the lobby weekly in summer months to introduce our guests to the beautiful and generous people and culture I have been so fortunate to learn about through my time in hotels. I have been very fortunate to become friends with those I have met working in this sector of our industry. The generosity and friendships I have experienced are truly inspiring.
Marty Brooks
President and CEO, Wisconsin Center District
Motivating Force: For me, nothing is more motivating than being told something can’t be done. Proving to people that nothing is impossible with dedication, creativity and a great team gives me energy. At the same time, few things frustrate me more than the phrase, “but that’s the way we’ve always done it.”
I am inspired by being surrounded by people who are always looking to improve and never back down from a challenge even if I am the one challenging them. Having our organization, and our level of service, be on par or better than the best in the industry is what keeps me excited about coming to work every day. Each morning is a new opportunity to super-serve our customers and let them know their event is the most important event we’ve ever hosted. This keeps the staff and me at the top of our game.
Approach to Supercharging Experiences: My approach to supercharging our guests’ experiences starts and ends with our values to Be Bold. Be Proud. Be Experience Obsessed. What does that mean? It means every member of the WCD staff will relentlessly seize upon any opportunity to improve every client and guest’s experience, even if it means taking risks and thinking unconventionally. It means we make sure our staff understands Milwaukee is a great city and we have an environment where they can be proud of the role they have in making it a not-to-be-missed destination. And that we will always strive to make every event unforgettable and special.
More specifically, our staff is expected to immerse themselves in what the client defines as success so they can do everything possible to help them achieve their vision and over-deliver on their expectations. From a personal perspective, I try to imagine that every client’s event is a function I’m attending. This allows me to visualize every element of their experience from arrival, entrancing, navigating to the destination, encountering every possible touch point, engaging in the experience and departing so I can offer my staff ideas on how to make the event more special.
Highlight of My Hospitality Career: No single thing in my career fills me with more pride than completing the $456 million expansion and modernization of Baird Center. For the past four and a half years my focus was on identifying what the convention center needed from the project to remain competitive, obtaining public and private sector support, gaining approval from our board, securing financing and then moving into the design, construction and opening phases. Throughout this time frame, the guest and event planner was front of mind for all decisions.
From the inviting spaces and comfortable furnishings to the abundance of natural light, inclusive features and sustainable technologies, we made sure that Baird Center was going to offer them an experience unlike any other venue. The project required and involved collaboration and input from designers, architects, engineers, construction personnel, potential clients, existing clients, full and part time staff, vendors and third-party users to ensure nothing was overlooked. Leading the Wisconsin Center District team during this process has been the biggest highlight of my career. I still get goose bumps giving people their first tour of the venue and seeing how blown away they are by it.
Jennifer Stoddart
Senior Conference Services Manager, Ojai Valley Inn
Motivating Force: I began my career in hospitality in culinary school thinking that I was going to be the next Julia Child. Little did I know, I would find a way to blend my love of food and beverage with a passion for making people happy–and turn that into a lifelong career. I strive to make each event special, with a personal touch that lets my clients know I truly care about creating something unique just for them. I’m naturally driven by the desire to win, so when an event or program presents a challenge, it only motivates me more to finish strong. I see it as an opportunity to push my creativity and problem-solving skills and ultimately bring value to my client and their event.
Approach to Supercharging Experiences: I’ve been with the Ojai Valley Inn for nearly 20 years, and this resort truly feels like an event planner’s playground. With over 200 acres of stunning space to work with, I feel like I’ve only just begun exploring what’s possible. As a natural problem solver, I love brainstorming with clients, asking ‘What if…?’ and finding creative ways to turn that blank canvas into something new and exciting. Collaboration with my operations team is #1 for me, if they are set up to succeed, then the clients walk away thrilled and that is the end-result I am always looking to accomplish.
Highlight of My Hospitality Career: One of the highlights of my culinary school experience was cooking with Julia Child. She was so approachable & fun to be around, gracious and always encouraging us students. She loved joining us in the school dining room whenever she could. That experience left a lasting impression on me showing that genuine interest, care and engagement makes a world of difference. Fast forward to 2001, when I landed my first solo event. After being told I was ‘overqualified’ by potential employers after selling my restaurant, I convinced an off-premise caterer to hire me by offering to do anything just to get a paycheck.
For 6 months, I served at banquets, cooked, drove trucks—anything to prove myself. Eventually, I managed to work my way into the front office, and after a few months of training, she finally cut the apron strings and let me plan and execute my first wedding. From the menu to logistics and timeline, it was all mine. I’ll never forget the look on the bride and groom’s faces at the end of that day—it was the moment I realized I had found my true passion. 23 years later, I look back on that day knowing it was the start of a career I truly love.
