Marriott's Ko Olina Beach Club
Resort Manager | Customer Service Speaker
Chief Experience Officer at billquiseng.com | Customer Service Blogger
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Resort Manager | Customer Service Speaker
My business mantra is "Think RELATIONSHIPS or Go Broke." So I invite you to connect with me on LinkedIn.
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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,
Andrew Cohen interviews me about why I feel "Great Service is Great Theater" for his publication, Athletic Business.
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.
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.
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!
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.
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.
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.
Served as customer service seminar presenter for Petoskey Chamber of Commerce Chamber U seminar series.
Served as adjunct instructor for the class, "Customer Service" which was a pre-requisite course for office administration and medical administration tracks.
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.
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.
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Customer Service Expert, Business Author & Keynote Speaker
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