bryan k. williams

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bryan k. williams

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...

Leaders Communicate the Purpose (Keynote Video Clip)

Bryan K. Williams | September 5, 2018

By Bryan K. Williams Excellence is one of those words that is thrown around everyday, but many people don't stop to truly grasp the full meaning. The root word in excellence is excel, which means to go beyond. Beyond what? (I'm so glad you asked). To go beyond what is expected. It means to exceed expectations, and exceeding expectations has NOTHING to do with meeting expectations. They don't like each other, and are always in a fight. Like light and darkness, one is always seeking to dominate, but only one can prevail. If I order a cup of green tea, and you bring me the cup of green tea, that is not excellence. Even if you are smiling a...

The #1 Rule in Service Excellence: Keep the Customer

BW Leadership Academy | August 3, 2017

By Bryan Williams United Airlines is now a case study for how not to treat customers. Especially paying customers…who are about to receive the service they paid for…and are obviously unhappy about how they are being treated. There is so much to learn from this scenario. Horst Schulze, who is the former President and COO of the Ritz-Carlton (and one of my biggest influences) always said that rule #1 is to keep the customer. For any organization to be successful, they must become proficient at keeping customers (and not lose them). Keep them happy. Keep them engaged. Keep them so well that they eagerly look forward to return...

BW Leadership Academy Supports DonorsChoose.org to Help Classrooms in Need

BW Leadership Academy | April 13, 2017

Washington DC (April 13, 2017): The acclaimed BW Leadership Academy, founded by hospitality executive, Dr. Bryan K. Williams, is coming to Phoenix, Arizona! In addition to providing attendees with an impactful learning experience both before and after the event, a portion of the revenue will go towards funding a classroom project in the city. "As a long-time supporter of DonorsChoose.org, I am excited that we will be using proceeds from this upcoming Leadership Academy to fully fund one (or more) teacher projects in the Phoenix metro area. No child should ever be in need of learning supplies. Together, we will make a meaningful differen...

Recognizing Excellence on Your Team

Bryan K. Williams | April 12, 2017

Plaques. Pizza Parties. Parking Spaces. The list can go on and on. After all, who doesn't like to to be recognized and get prizes, right? There are even popular books that give hundreds of ways to recognize your employees. In the quest to provide employee recognition, companies often assume that more incentives will lead to higher employee morale. Take it, like it & be happy about it. In many companies, if you win "employee of the month", the award is a plaque. This plaque may even be coated in gold with your name etched in elegant writing and bedazzled with jewels! Well, what if you don't like plaques? You get th...

ResortSuite Selected Dr. Bryan K. Williams as Keynote Speaker for Its Recent Annual Conference in Toronto

Bryan K. Williams | April 10, 2017

Washington DC (April 10, 2017): As the global leader in hospitality software solutions, ResortSuite recently held its acclaimed User Conference at the Omni King Edward Hotel in Toronto. The event took place between Tuesday, March 28th and Thursday March 30th, and was attended by leading luxury properties such as Montage Hotels and Resorts, Omni Hotels and Resorts and Miraval Resorts. Dr. Bryan K. Williams was the keynote speaker and challenged all attendees to always set high standards, and create an engaging service culture on their teams. "It was so inspiring to be around a group of people who are all passionate about the same thing &...

The #1 Key to Building a World-Class Service Culture Today

Dr. Bryan K. Williams | March 13, 2017

Oh, what a privilege it is to serve others. Whether you work in a hotel, restaurant, spa,club, conference center, etc, the purpose is the same: Consistently deliver exceptional service and create memorable experiences for those you serve. That's it. Treat. People. Well. Everyday. Regardless of who they are, or where they are from, or their gender, or age or race, or culture, or socio-economic status. To serve at such a consistently high level, we need to always remind ourselves of who we are, what we do and where we do it. Who am I, as a service professional? What is my role? Where do I get to serve others? Notice I wrote, "get...

How To Serve A VIP: 30 Tips to Earn & Re-Earn Your Customers’ Loyalty

Bryan K. Williams | November 21, 2016

by Bryan K. Williams It's finally here! My latest book is called, How To Serve A VIP: 30 Tips to Earn & Re-Earn Your Customers' Loyalty. This book is designed for you and everyone on your team who loves to serve others. Each of the 30 chapters will reinforce the importance of giving your best service to all customers. Whether those customers are called colleagues, employees, guests, clients, tenants, patients, residents, students, visitors or customers is irrelevant. This book will highlight that the same caliber of service excellence must be given to all. Each of the 30 chapters ends with a powerful activity that is designed to...

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