bryan williams
The Key to 5-Star Ratings
Dr. Bryan K Williams | August 14, 2024
By Dr. Bryan K. Williams I recently had dinner with the restaurant manager in a very upscale hotel. He explained to me that one of his main goals was for guests to rate the restaurant a “5," as measured by their guest satisfaction survey. The survey asks a series of questions, with a corresponding scale that follows: (1=very dissatisfied, 2=dissatisfied, 3=indifferent, 4=satisfied, 5=very satisfied). The manager told me about all the initiatives he recently implemented to get the 5 rating from guests. There is a new coffee cup storage system to ensure that cups are always available for service. Then, there is the cycle-time initiative...
HITEC Announces Compelling Charlotte Headliner Sessions Schedule
HFTP | April 12, 2024
Hospitality Industry Technology Exposition and Conference (HITEC®) is stepping into its next era with three transformative Headliner Sessions in the form of Dr. Bryan K. Williams, Glenn Haussman, Anthony Melchiorri and another exciting installment of E20X. Produced by Hospitality Financial and Technology Professionals (HFTP®), HITEC Charlotte will take place from June 24-27 at the Charlotte Convention Center in Charlotte, North Carolina USA. “In a rapidly evolving industry like hospitality technology, the right keynote speakers aren't just voices on stage — they're the architects of our collective future,” says HFTP CEO Frank W...
Service Excellence: Through the Eyes of a Server
Bryan K. Williams | November 4, 2019
By Dr. Bryan K. Williams Back to my roots. There’s something deeply moving and rejuvenating to go back to where it all started. My professional career began almost 30 years ago in a fine-dining French restaurant called “The Palm Terrace”. I started as a busboy, then worked my way up to various roles. However, the job that transformed me; the one that made me feel like I was flying...the one that fully consumed me, was as a restaurant server. Oh, I loved that job. In fact, I still view myself as a server today! Many of the articles, books, keynotes and workshops that I’ve created were inspired by my time as a server. I studied...
Leadership Lessons: Pull the Weeds
Bryan K. Williams | October 29, 2019
By Dr. Bryan K. Williams Do you know what annoys a gardener more than anything else? A weed. They hate weeds. As soon as a weed rears its head the gardener pulls it out! In my analogy, the "gardener" is the leader and the "weed" is not the problem employee... it is the undesirable behavior (blaming other depts, bad attitude, etc). If your goal is to have a thriving garden (team), here are some keys to note regarding weeds: *You never have to try to make weeds grow. *Weeds don't start big. They always start small. *It's always easier to pull weeds when they are small. *Weeds are a sign of neglect. Whenever you see weeds, it mean...
Learn How To Approach & Engage in Difficult Conversations at the STRONG Leader Institute
Bryan K. Williams | March 11, 2019
30-Second Video By Dr. Bryan K. Williams One of the most frequently asked questions I get is "How do I handle difficult conversations with my staff?" I've found that leaders want to address subpar (and even mediocre) performance with their teams, but lack the skillset for how to do so effectively. One of our multiple sessions at the upcoming STRONG Leader Institute will be led by Alicia Santamaria, who is a subject matter expert on all areas of Workplace Conflict Management. Her session is called: Leadership Best Practices for Approaching and Engaging in Difficult Conversations In this session, she will explore four practi...
Dr. Bryan K. Williams Selected as Keynote Speaker for Les Clefs d’Or Canada Congress in Banff
Bryan K. Williams | February 20, 2019
Washington DC (February 20, 2019): Les Clefs d'Or Canada recently held its 12th National Congress in stunning Banff, Alberta. The Congress welcomed elite concierges and travel professionals from throughout Canada for a 4-day event to Engage, Educate and Elevate. The golden keys worn by Concierge signify their membership in our organization and are granted exclusively to those who have not only consistently demonstrated an unsurpassed knowledge of their respective communities, but by those who demand excellence of themselves when meeting the needs of their guests. Dr. Bryan K. Williams was the keynote speaker and challenged all attendees...
Free Service Excellence Training at the Baltimore Convention Center, Led by Dr. Bryan Williams
BWTV | February 18, 2019
Washington DC (February 18, 2019): Delivering world class service is what separates a good experience from a world-class, memorable experience. Visit Baltimore and its partners the Baltimore Convention Center and Centerplate invite the Baltimore business community to join us for a Day of Customer Service Training. Dr. Bryan K. Williams, a service excellence and leadership effectiveness expert will lead these sessions (Watch Bryan's Video). The goal is to assist organizations in various industries to elevate their service experience to world-class levels for both internal (team) and external customers. Bryan noted, "I'm looking forwa...
Dr. Bryan K. Williams to Receive the ISPA Dedicated Contributor Award
Bryan K. Williams | February 11, 2019
Monday, 11 February 2019 - The International SPA Association (ISPA) is pleased to announce Dr. Bryan Williams as the recipient of the 2019 ISPA Dedicated Contributor Award. As an international speaker and author, Williams first spoke to ISPA members in 2006 and continues to inspire with his focus on service excellence and leadership effectiveness. "Bryan's passion to inspire leaders and elevate the importance of providing unparalleled customer service has left a lasting impression on the International SPA Association," said ISPA President Lynne McNees. "We are grateful for his continued support and dedication to the ISPA community." Wil...
