News for the Hospitality Executive
5 Stars vs. 4 Stars:
January 2, 2013
As we begin 2013, I’ve decided to put together a compilation of my articles about the 5-Star service experience. Hopefully, they will help to re-ignite your commitment to provide consistently engaging service. Wishing you and your team continued success in 2013!
5 Stars vs. 4 Stars: What’s the difference?
Key point from the article: The true test of 5-star establishments is not whether they can create a single memorable experience. It’s whether they can create memorable experiences repeatedly every day.
What are the best ways to implement a 5-star mindset? First, recognize that 5-stars is not about an award or designation. It’s about a mentality…a way of working…discipline…and most of all, a healthy disdain for anything mediocre. Whenever you find yourself thinking, “Well that’s ok” or “It’s not that bad” or “It’ll be perfect next time”, then you’re drifting away from the 5-star mentality. Let me be clear, you don’t have to work in a 5-star establishment to have a 5-star mentality. I’ve seen 3 and 4 star establishments with the 5-star mindset. I’ve seen grocery stores and airlines with the 5-star mindset as well. 5-stars is about excellence and striving to be world-class in whatever you are doing…all the time.
I recently stayed at the Wynn Las Vegas, and had a 5-star experience. One of the true testaments of a 5-star experience is how well the staff takes ownership and follows through. Shortly after checking in, I ordered room service. When the order came, the server was refined, yet very personable. She asked me where I would like the table to be set up, and I told her in front of the television. She then asked about my television station preference, turned the channel to the desired station, and placed the remote control right next to me. After uncovering my food and describing each dish, she asked if there was anything further she could do to assist. I had forgotten my lint roller at home, so I asked if the hotel might have one for me. She said that she’d be happy to take care of it, and I would have an update within a half-hour. Less than 15 minutes later, someone was knocking at my door. It was a laundry attendant with a silver tray and 3 lint rollers for me to use. Click here to read the rest of the article!
5 Star Leadership: What does it take to be a 5-star leader?
Key Point: There are many employees who want to work for a leader who has high expectations and believes in them. Know that your team can be great, and never stop believing in everyone’s potential. That is the true mindset of a 5-star leader.
Five-star leaders share many of the same qualities. One such quality is to believe that their team CAN be great. Low expectations promote average and low performance, while high expectations promote high performance. I’ve heard many managers of low-performing teams blame their staff for the teams’ low performance. “Oh, we can’t find good people”, “we don’t pay high wages, etc.” All of those excuses are surmountable. I’ve seen businesses in the same city or even on the same street, providing the same product, hire from the same labor pool, and yet have vastly different service experiences. Most times, the only difference is the caliber of leadership in the building. I’ve even witnessed a 5-star hotel go from exceptionally high service ratings to mediocre ratings. The staff was the same, the labor pool was the same, the tools were the same…the only difference was the change in senior leadership. The hotel initially had a general manager who believed in the infinite potential of the teams’ service ability and subsequently treated the team like world-class professionals. The subsequent general managers didn’t, and the hotel has not been the same ever since. Click here to read the rest of the article!
5 Star Employees Part 1
Key Point: Being well prepared is the first step to serving with excellence. 5-star employees are consistently well-prepared, purpose-driven and passionate about their work.
One of my previous articles was about “5-star leaders”, and those types of leaders are committed to only one standard: Excellence. They expect nothing less from themselves or from their team. While it is important to describe excellent leadership, it is also important to describe another key piece of the service excellence puzzle…the “5-star employee”. 5-star employees are equally passionate with excellence and take great pride in engaging their customers with purpose-driven service. I can still remember the exact moment when I realized that there was a difference between an employee and a 5-star employee. At the time, I was a banquet server in a luxury hotel and was given a tray of hors d'oeuvres to serve the guests. The chef stopped me before I served the first guest. He asked if I knew what the hors d'oeuvres were and how they were prepared. It became immediately clear that I only had a vague idea of how to describe the items. The chef then looked at me directly in the eyes and said, “You are NOT a professional”. Those words forever changed how I viewed service delivery. After that one-sentence from the chef, I went back to the kitchen and thoroughly acquainted myself with each hors d'oeuvres’ name, ingredients, and preparation. When I returned to the banquet function, I saw the chef, pulled him to the side and thoroughly explained each hors d'oeuvres. He then said “Now, you are a professional”.
Being well prepared is the first step to serving with excellence. 5-star employees are consistently well-prepared, purpose-driven and passionate about their work. Click here to read the rest of the article!…and 5 Star Employees Part 3
From the very first meeting with Bryan, one can immediately sense a passion for what he believes in. He is not only sincere and gracious, his knowledge of the hospitality industry gives him an understanding at all levels of operations enabling him to identify with and relate to, all staff members. I have nothing but praise for his delivery and the results we have seen. His tutoring and follow up is consistent, allowing us to measure the success. --Stephen Boxall, The Ritz London
Bryan delivers time tested and effective customer service principles in a captivating and entertaining manner. His passion for outstanding service is evident in his presentations and his actions. Bryan truly demonstrates a passion for service and he lives what he trains by serving those who attend. –Reese Thorne, Marriott Rewards
Williams has the
passion and desire to help leaders get the most out of themselves and
organization. Bryan provides strategic approaches to solving key
development issues with innovative approaches to people development,
and internal communication. Bryan has had a tremendously positive
impact on the
culture of our company.
About Bryan K. Williams
Dr. Bryan K. Williams is the Chief Service Officer of B.Williams Enterprise, and the author of Engaging Service: 22 Ways to Become a Service Superstar and Work Like You Own It! 20 Ways to Go From Meeting to Exceeding Your Customers’ Expectations. Bryan’s passion is world-class customer service, and has facilitated workshops and delivered keynotes all over the world for various companies. He speaks on a variety of topics related to service excellence, employee engagement, and organizational improvement. As a consultant, Bryan works closely with companies to design, develop, and implement sustainable service strategies. His company’s online store includes a growing collection of customer service products that are well-suited for your training library.
Both of Bryan’s books can be purchased at http://shop.bwenterprise.net/
B. Williams Enterprise, LLC
Your Customer's Expectations? Why Bother? / Bryan K. Williams, D.M.
/ November 2012
Excellence: Four Lessons ALL Businesses can Learn from a Five-Star
Resort / Bryan K. Williams, D.M. / November 2012
Service Week - WOW Stories to Inspire Your Team / Bryan K.
Williams, D.M. / October 2012
Excellence: Three Tips to Drive Repeat Business / Bryan K.
Williams, D.M. / October 2012
LOVE Business / Bryan K. Williams / June 2012
Next Level in Service Excellence: Give. Share. Teach. / Bryan K.
Williams / April 2012
Excellence 101: Earn Your Customers' Confidence and Reap the Rewards
/ Bryan K. Williams / March 2012
Service WOW Stories to Inspire Your Team! / Bryan K. Williams /
Me: Help Me to Become More Than I Realize I Can Be / Bryan K.
Williams / February 2012
Teleseminar with Dr. Bryan K. Williams! 10 Things To Improve Service In
Your Business / January 2012
and Re-Earn Your Customers' Loyalty / Bryan K. Williams, D.M. /
Your Customers / Bryan K. Williams, D.M. / October 2011
Like You Own It! 20 Ways to Go From Meeting to Exceeding Your
Customers' Expectations: New Book by Dr. Bryan K. Williams /
Excellence 101: Be Welcoming / Dr. Bryan K. Williams, DM /
Three Ingredients of Engaging Service: Humility, Reverence &
Professionalism / Dr. Bryan K. Williams, DM / August 2011
Excellence: The MOST Important Thing To Create a Service Culture! /
Dr. Bryan K. Williams, DM / July 2011
Excellence 101: How to Serve a VIP / Dr. Bryan K. Williams, DM /
1st Step of Service: Be Eager to Serve / Dr. Bryan K. Williams, DM
/ May 2011
Service: The Double-Platinum Rule 2.0 / Dr. Bryan K. Williams, DM /
Problem Resolution: The 100% Principle / Dr. Bryan K. Williams, DM
/ March 2011
Service 102: Be memorable / Dr. Bryan K. Williams, DM / February
your service to the next level: Only BIG WOW’s…No bow-wow’s / Dr.
Bryan K. Williams, DM / February 2011
Excellence: Inspect What You Expect / Bryan K. Williams, D.M. /
Like You Own It 2.0; Energize it. Recognize it. Celebrate it. /
Bryan K. Williams, D.M. / September 2010
|World-Class Service 101: Know the difference between meeting and exceeding expectations / Dr. Bryan K. Williams / July 2010|
|Service Superstars Part 2: Treat them like they own it! / Dr. Bryan K. Williams / June 2010|
each touchpoint memorable: Cha-Ching! / Dr. Bryan K. Williams /
Superstars: Work like you own it! / Bryan Williams / February 2010
resources from Bryan K. Williams and B.Williams Enterprise! Begin 2010
with a focus on world-class service. / January 2010
Ambassadors: The Key to Providing World-Class Service / Bryan K.
Williams / November 2009
Employees - Part 3 / Bryan K. Williams / September 2009
Employees - Part 2 / Bryan K. Williams / August 2009
Employees - Part 1/ Bryan K. Williams / July 2009
|Engaging Service: 22 Ways to Become a Service Superstar / Bryan K. Williams / July 2009|
|Complimentary tele-seminars with Bryan K. Williams in July! / July 2009|
|Building a Team of Living It Employees / Bryan K. Williams / June 2009|
|World-Class Service: What if every employee served like a concierge? / Byran K Williams / March 2009|
|5 Star Leadership: What Does It Take to Be a 5-star Leader? / Byran Williams / February 2009|
|5 Stars vs. 4 Stars: What’s the Difference? / Byran Williams / January 2009|
|Complimentary training with Bryan Williams / January 2009|
|The 7 Principles of EngageMeTM is now available! / Bryan K. Williams / November 2008|
|Hiring and Engaging a World-Class Team / Bryan K. Williams / October 2008|
|Great Ideas for National Customer Service Week 2008 / Bryan K. Williams / September 2008|
|Delivering World-Class Service Part 3: Company Service Standards / Bryan K. Williams / September 2008|
|Delivering World-Class Service Pt. 2: Personal Service Standards / Bryan K. Williams / September 2008|
|Delivering World-Class Service: Function vs. Purpose / Bryan K. Williams / August 2008|
|Guest Problem Resolution 101: Power of the Follow-Up / Bryan K. Williams / June 2008|
|7 Principles to Fully Engage Your Customers – Part 2 / Bryan K. Williams / May 2008|
|7 Principles to Fully Engage Your Customers / Bryan K. Williams / April 2008|
|I Am a Service Professional™ / Bryan K. Williams / March 2008|
|Engage Every Customer…One Touchpoint at a Time / Bryan K. Williams / January 2008|
|Engaging Service Part 2: It’s All About the Culture / Bryan K. Williams / December 2007|
|Engaging Service Part 1: Not Just for the Chic / Bryan K. Williams / November 2007|
|Service Excellence: A Destination or a Journey? / Bryan K. Williams / October 2007|
|National Customer Service Week is Coming Soon - October 1-5, 2007 / September 2007|
|National Customer Service Week is Coming Soon - October 1-5, 2007 / September 2007|
|Engage Me…the Voice of Your Customer www.engagemenow.com / September 2007|
|Customer Engagement: Where do we begin? / Byran K Williams / August 2007|
|Engage Me…the Voice of Your Customer / www.engagemenow.com / August 2007|
|B. Williams Enterprise, LLC Launches Engage Me… the Voice of Your Customer / August 2007|
|To Engage…Listen to the Voice of Your Customer / Byran K Williams / August 2007|
|To Engage the Guest, You Must Engage Those Who Directly Serve the Guest / Byran K Williams / July 2007|
|Three Service Rules: The Golden Rule, Platinum Rule, and Double Platinum Rule/ Byran K Williams / June 2007|
|The Greatest Bellman I Ever Met… / Bryan K. Williams / April 2006|
|Sorry to Say…But Some People Should Not be Serving Other Human Beings / Bryan K Williams / October 2006|