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TAPD Spring 2024 CE Course

Friday, April 19, 2024
9:00 am – 4:00 pm (Central Time)
Lunch and intermittent breaks included.

Davidson-Gundy Alumni Center
The University of Texas at Dallas
800 W. Campbell Road
Richardson, TX 75080



Cancellation/Refund Policy: Cancellations must be received in writing no later than Thursday, April 11, 2024. A full refund, less a $10 processing fee, will be issued for those received by that deadline. All refunds will be processed within 30 days after the meeting.

Questions? Monica Fairchild,

The Ritz Carlton Leadership Center
9:00 am – 12:00 am (Central Time)

Brand Differentiating Service | Delivering an Elevated Experience, Part 2 of 3

Any brand not emotionally engaging their customers risks losing those customers to a brand who will– and in anxious times, consumers are especially likely to spend time and money where they feel safe and valued.

At The Ritz-Carlton, creating guests for life is an inherent part of doing business because every Lady & Gentleman is educated in the emotional and psychological aspects of service. With this program you will learn how our time-tested methodologies foster a culture of personalized service and genuine care albeit in-person or through virtual engagement. Demystifying the legendary Ritz-Carlton mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and make indelible impressions that create passionate internal and external brand advocates.

Distinctive Topics 
  • Emotional Connection: A discussion about the difference between functional and emotional benefits and why this distinction is critical to brand loyalty.
  • The Ritz-Carlton Key Service Principles: An overview of the service principles that lead to authentic connections and the importance of psychology in service.
  • Optimizing Every Interaction: The five components that customers need and want in a service industry professional, regardless of organization or customer.
  • A Written Service Strategy: It is critical to offer a consistent customer experience. One of the ways this is achieved at The Ritz-Carlton is through the Three Steps of Service.
  • Create Brand Advocates: You will review how to anticipate customer needs through their service journey, including how to stay-in-the-moment to increase perception, customer relationship management best practices, and how to leverage surprise and delight techniques.


In her current role as Practice Director at The Ritz-Carlton Leadership Center, Christie is a dynamic inspiration behind the implementation and delivery of diverse solutions for clients seeking to create competitive advantage across employee engagement, customer experience and culture transformation.

With over a decade of experience with The Ritz-Carlton and serving as an exemplary brand ambassador throughout her tenure, Christie is a distinguished luminary in the realm of sales and marketing. Bringing adept problem-solving skills and innovative vision to each client engagement, Christie’s legacy is defined by her masterful ability to cultivate enduring, strategic relationships with a diverse array of stakeholders, while also inspiring teams to consistently exceed their objectives.

Throughout her tenure with The Ritz-Carlton, Christie has been a paragon of exceptional leadership, demonstrating unwavering commitment to the mentorship and development of her team members.
A selection of Christie’s career accomplishments include:

  • Achieving record-breaking results across all facets of the scorecard, making an indispensable contribution to the hotel’s resounding success.
  • Spearheaded all group, transient, and banquet sales activities as the Director of Sales and Marketing at The Ritz-Carlton, St. Louis.
  • Recipient of The Ritz-Carlton Leadership award for Revenue Management, multiple Manager of the Quarter Awards, and Luxury Sales Team Special Achievement Awards.
  • Successively trained and mentored future leaders within the organization.

Her academic foundation is rooted in a Bachelor of Science in Hospitality and Restaurant Administration from Missouri State University.

In addition to her dynamic experience, Christie brings an unparalleled passion for The Ritz-Carlton to each presentation which powers her charismatic, skilled delivery. Christie is a devoted (and extremely skilled) Pickleball player when she’s not traveling and intersecting with clients of The Ritz-Carlton Leadership Center.

Christie Pink has no conflict of interest to declare. 

Thomas Schlieve, DDS, MD, FACS
1:00 pm – 4:00 pm (Central Time)

Comprehensive Training and Management of Dental Emergencies for Dentists and Their Teams

Course Description:

This course will prepare the attendee for the inevitable office emergency through a series of real-life scenarios. It will teach the signs and symptoms as well as the management of an office medical emergency. It will provide an algorithm that can help anyone, in any situation, to effectively triage and manage medical urgencies and emergencies.

Learning Objectives:

Thomas Schlieve, DDS, MD, FACS

Dr. Schlieve was born and raised in Milwaukee, Wisconsin and obtained his undergraduate education with the University of Wisconsin, completing a B.S. in biology.  Following his  undergraduate studies, he was educated in both dentistry (at Marquette University School of Dentistry 2008) and medicine (at LSU Health Sciences Center in Shreveport School of Medicine 2014).  Dr. Schlieve completed a four-year residency in Oral and Maxillofacial surgery and internship in General Surgery at the University of Illinois at Chicago Medical Center before continuing his training in an accredited Oral/Head and Neck Oncologic Surgery Fellowship program at the University of Tennessee  Medical Center and Cancer Institute.

Dr. Thomas Schlieve is board certified in Oral and Maxillofacial Surgery and a Fellow of the American College of Surgeons. His clinical practice focuses on the surgical treatment of diseases of the head and neck including oral and tongue cancers, benign and malignant tumors such as ameloblastoma or osteosarcoma, salivary gland tumors, and osteonecrosis of the jaw. He is the current Graduate Residency Program Director at Parkland Memorial Hospital, the medical director for Oral Surgery at Parkland Hospital, the director for Head and Neck Cancer Care at Dallas Presbyterian Hospital and serves as a director on the Dallas County Dental Society Board.

Dr. Schlieve is a content expert in the field of dental office emergencies with a focus on teaching readiness, recognition, and response. He serves on the AAOMS Parameters of Care Committee focused on creating standards in patient assessment. He has authored numerous scientific articles and textbooks and participates in community-wide outreach efforts to raise awareness of medical emergencies. As a research scientist and surgeon, Dr. Schlieve studies the same diseases he treats in the operating room.

Dr. Schlieve has no conflict of interest to declare.