LinkedInBill Quiseng

Bill Quiseng

Chief Experience Officer at | Customer Service Blogger

Hawaiian Islands
Professional Training & Coaching
  1. Marriott's Ko Olina Beach Club,
  1. Michigan State Associations,
  2. The Henry - Autograph Collection,
  3. The Inn at Bay Harbor - A Renaissance Golf Resort
Recommendations3 people have recommended Bill

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Marriott's Ko Olina Beach Club

Marriott's Ko Olina Beach Club

Resort Manager | Customer Service Speaker

– Present

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My business mantra is "Think RELATIONSHIPS or Go Broke." So I invite you to connect with me on LinkedIn.

Join me on Twitter, Facebook or Google+ to serve as your #1 source for tips, insight and inspiration to improve your delivery of customer service. Click on the links above.

How much money does your company spend on attracting new customers? How much money does it spend on customer service training to keep them? What's wrong with that picture?

But customer service training is too expensive. What if we train them and they leave? Wrong question. The right question: What if we don't train them and they stay?

Just one employee is unlikely to achieve major changes in the quality of customer service in your organization. Everyone pulling in the same direction set your organization apart from your competition, improving market share and profit.

And that is why you should subscribe to my blog, “Deliver the World's Best Customer Experience”. My blog posts will help you to establish the guidelines to capitalize on associate commitment while delivering exemplary customer service.

What credentials allow me to blog on Delivering the "World's Best" customer experience?
I have over 30 years in luxury resort/club experience. There are a lot of places less expensive to eat and sleep than in luxury resorts. In the hospitality business, it is all about the experience. While I was the general manager of The Inn at Bay Harbor‐A Renaissance Golf Resort, MI, The Inn was recognized as one of the World’s Best Hotels by Travel+Leisure magazine. My achievements include receiving the Renaissance Hotels General Manager of the Year, Marriott Leadership Excellence and Sales Excellence Awards and the American Hotel Motel Association's Pearson Award for Excellence in Lodging Journalism.

Specialties:customer service speaker, customer service training, customer service leadership, customer service workshop leader, customer service management, customer service strategies, hospital customer service training, dental office customer service training, student as customer service training, banking customer service training, hospitality guest service training, leadership skills training, marketing, customer service blogging,


How to Succeed with Service(Link)

Hotel Marketing Strategies
February 2009

Josiah Mackenzie, publisher of Hotel Marketing Strategies, interviews me for his publication.


Employees Follow Script to Avoid Embarrassing Ad-Libs(Link)

Athletic Business
January 2009

Andrew Cohen interviews me about why I feel "Great Service is Great Theater" for his publication, Athletic Business.


Involvement With Employees: You Must Display High Commitment(Link)

Petoskey and Harbor Springs Chamber of Commerce

Ask any manager to list the key ingredients in a company’s growth and, undoubtedly, you will find “employees” near the top of the list. But does that manager really recognize this vital point: if managers take care of their employees, those employees, in turn, will take care of the customers? Ask yourself the following questions and see how committed your company is to its most valuable asset — your employees.

Leadership Mantra for New Managers: Connect. Inspire. Empower.(Link)


We all know of an all-star employee who failed as a manager. So my advice to any first-time manager is to live this leadership mantra: Connect. Inspire. Empower.

Technology and Customer Experiences: A Q&A with Shep Hyken and Bill Quiseng(Link)


Bill Quiseng and Shep Hyken each weighed in on how technology has affected customer experiences in the past and how it will continue to affect them in the future. Check out the Q&A below!



Resort Manager | Customer Service Speaker

Marriott's Ko Olina Beach Club
– Present (2 years 4 months)Kapolei, Hawaii

Chief Experience Officer | Customer Service Blogger
– Present (11 years 10 months)Dearborn, Michigan

Bill Quiseng, is a highly sought professional speaker and blogger in the areas of customer service, associate engagement and leadership.

He continues to give customer service presentations in front of Chambers of Commerce, private companies, financial institutions, high schools, community colleges, universities and associations.

Keynote | Breakout Sessions Customer Service Speaker

Michigan State Associations
(4 years)

General Manager | Keynote Customer Service Speaker

The Henry - Autograph Collection
(1 year)Dearborn, MIchigan

Selected as charter general manager of The Henry, formerly the Ritz Carlton Dearborn. Improved RevPAR Index from 77% to 102% in seven months. On similar revenue compared to Ritz-Carlton, improved EBIDTA by $1 million. Ranked #1 hotel in Dearborn by TripAdvisor. Ranked #1 in Overall Satisfaction among Autograph Collection Hotels 2010 and YTD 2011. Served as keynote customer service speaker for several in-house groups.

General Manager | Keynote Customer Service Speaker

The Inn at Bay Harbor - A Renaissance Golf Resort
(10 years 11 months)Bay Harbor, Michigan

Taking over as the third general manager in the first ten months of operation, am responsible for upgrading the services offered at this all-suite condominium hotel and spa to become the first Renaissance property in the state of Michigan. In 2009, despite a 9% loss in top line revenue, improved EBIDTA by 114%. Since 2003, The Inn increased room revenue by 48% and EBIDTA by 35%.

Also responsible for the clubhouse operation of the nearby Bay Harbor Golf Club, Michigan's only Gold Medal Golf Resort recognized by Golf Digest, and the Crooked Tree Golf Club.

Served as keynote speaker on customer service for various groups that staged events at The Inn at Bay Harbor.

Chamber U Customer Service Seminar Presenter

Petoskey Regional Chamber of Commerce
(4 years 2 months)Petoskey, Michigan

Served as customer service seminar presenter for Petoskey Chamber of Commerce Chamber U seminar series.

Customer Service Instructor

North Central Michigan College
(3 years 6 months)Petoskey, Michigan

Served as adjunct instructor for the class, "Customer Service" which was a pre-requisite course for office administration and medical administration tracks.

Managing Director | Customer Service Trainer

Resort World Vacation Properties
(4 years 4 months)

Responsible for overall operation for privately owned timeshare resort company which owned and operated Clarion Suites Resort World, Clarion Suites Lake Buena Vista, and Star Island Resort in Orlando and Clarion Suites Crystal Beach in Miami Beach, and The Harbor Club - A Villa Resort in Palm Coast, Florida.

Senior Assistant Manager | Customer Service Trainer

(1 year)Miami, FL

Executive Assistant Manager | Customer Service Trainer

Turnberry Isle Resort & Club
(1 year 8 months)Aventura, FL

General Manager

Radisson Hotels
(3 years)

Rooms Director | Director of Sales

Kaanapali Beach Hotel
(2 years)

Executive Housekeeper | Customer Service Trainer

AMFAC Hotels
(1 year)

Director of Services | Customer Service Trainer

Marriott International
(5 years)

Honors & Awards

The Must-Follow List for Social Customer Service

HootSuite Media Inc.

Customer Service Most Influential Bloggers

ARC Pointe Call Center Solutions

2014 Top 50 Most Active Influencers in #CX – Customer Experience


11 Gurus of Customer Service


2014 Top 60 Customer Experience Influencers

SAP Business Innovation

Top 10 Tweeters Talking About the Customer Experience


Top 100 Most Social Customer Service Pros On Twitter

Huffington Post


ICMI Call Centre

Additional Honors & Awards

Renaissance General Manager of the Year
Marriott International Sales Excellence Award
Marriott International Leadership Excellence Award
Petoskey Chamber of Commerce Mission Award
AHLA Pearson Award for Excellence in Lodging Journalism


Hospitality Program Renewal at North Central Michigan College

– Present

I want to see Boyne Resorts as well as other hospitality employers be more active at NCMC. Instead of the College teaching Hospitality by the “book”, I would rather see our hospitality leaders join together and help educate their future employees. By having guest speakers from Boyne Resorts, Odawa Casino, and Stafford’s Hospitality, students will become more easily interested in pursuing this challenging industry. It makes us as an employer look good and helps the community.

Team members:


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