Nearly 200 representatives from Montgomery County’s tourism industry registered for the Jan. 26 presentation at Davio’s Northern Italian Steakhouse in King of Prussia. They heard from businessman, restaurant luminary, and author Steve DiFillippo.

The event was offered as a free membership perk from the Valley Forge Tourism & Convention Board.

DiFillippo echoed many of the customer-centric themes from his nonfiction book It’s All About the Guest. His reminders included the practical but valuable advice that has propelled the Davio’s brand to success in today’s competitive dining field.

“A good manager keeps ego in check,” DiFillippo said. “You need to be a presence in your business all the time. Walk the floor. Talk to people. You can’t sit in that ivory tower. You’ll never really know what’s going on up there.”

DiFillippo stressed attending to the needs of the guest – whatever they happen to be. But he also spoke of considering the “inner-guest,” employees themselves.

“They should feel special, too,” he said. “I have 700 employees under me, and on each one of their birthdays, they get a text from me, a card, and a $50 bill. That investment in them on a personal level from Davio’s pays off in how they then treat the guests who walk into the restaurant.”

The large turnout, according to VFTCB President and CEO Mike Bowman, was attributable to the combined power of a great speaker in a prime location.

The audience comprised hotel general managers, restaurant owners, golf club personnel, and staff from Montgomery County’s various attractions. The enthusiastic turnout reflects an overall uptick in VFTCB membership, which has risen 155 percent in the two years between 2015 (325 members) and 2017 (505 members).