Bill Quiseng

Bill Quiseng

Chief Experience Officer at billquiseng.com | Customer Service Blogger

Location
Hawaiian Islands
Industry
Professional Training & Coaching

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Bill Quiseng's Overview

Current
Past
  • Chamber U Customer Service Seminar Presenter at Petoskey Regional Chamber of Commerce
  • Customer Service Instructor at North Central Michigan College
  • Managing Director | Customer Service Trainer at Resort World Vacation Properties
  • Senior Assistant Manager | Customer Service Trainer at DORAL GOLF RESORT AND SPA
  • Executive Assistant Manager | Customer Service Trainer at Turnberry Isle Resort & Club
  • General Manager at Radisson Hotels
  • Rooms Director | Director of Sales at Kaanapali Beach Hotel
  • Executive Housekeeper | Customer Service Trainer at AMFAC Hotels
  • Director of Services | Customer Service Trainer at Marriott International
Connections

500+ connections

Websites

Bill Quiseng's Summary

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,

Bill Quiseng's Publications

  • How to Succeed with Service

    • Hotel Marketing Strategies
    • February 19, 2009
    Authors: Bill Quiseng, Josiah Mackenzie

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

  • Employees Follow Script to Avoid Embarrassing Ad-Libs

    • Athletic Business
    • January 2009
    Authors: Bill Quiseng, Andrew Cohen

    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

    • Petoskey and Harbor Springs Chamber of Commerce
    • 2002
    Authors: Bill Quiseng

    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.

    • SoldLab
    • 2014
    Authors: Bill Quiseng

    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

    • GoInstant
    • 2013

    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's Experience

Resort Manager | Customer Service Speaker

Marriott's Ko Olina Beach Club

Public Company; Hospitality industry

July 2012Present (2 years 3 months) Kapolei, Hawaii

Chief Experience Officer | Customer Service Blogger

billquiseng.com

January 2003Present (11 years 9 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

20082012 (4 years)

General Manager | Keynote Customer Service Speaker

The Henry - Autograph Collection

Privately Held; 51-200 employees; Hospitality industry

August 2010July 2011 (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

Privately Held; 51-200 employees; Hospitality industry

October 1999August 2010 (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

Nonprofit; 1-10 employees; Nonprofit Organization Management industry

May 2006June 2010 (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

Educational Institution; 51-200 employees; Higher Education industry

December 2006May 2010 (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

July 1995October 1999 (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

DORAL GOLF RESORT AND SPA

April 1994March 1995 (1 year) Miami, FL

Executive Assistant Manager | Customer Service Trainer

Turnberry Isle Resort & Club

June 1991January 1993 (1 year 8 months) Aventura, FL

General Manager

Radisson Hotels

19881991 (3 years)

Rooms Director | Director of Sales

Kaanapali Beach Hotel

19851987 (2 years)

Executive Housekeeper | Customer Service Trainer

AMFAC Hotels

19841985 (1 year)

Director of Services | Customer Service Trainer

Marriott International

Public Company; 10,001+ employees; MAR; Hospitality industry

19781983 (5 years)

Bill Quiseng's Honors and Awards

  • The Must-Follow List for Social Customer Service

    HootSuite Media Inc.
    • May 2014
  • Customer Service Most Influential Bloggers

    ARC Pointe Call Center Solutions
    • April 2014
  • 2014 Top 50 Most Active Influencers in #CX – Customer Experience

    Mindtouch
    • April 2014
  • 11 Gurus of Customer Service

    Userlike
    • March 2014
  • 2014 Top 60 Customer Experience Influencers

    SAP Business Innovation
    • January 2014
  • Top 10 Tweeters Talking About the Customer Experience

    Fonolo
    • September 2013
  • Top 100 Most Social Customer Service Pros On Twitter

    Huffington Post
    • July 2013
  • #CustomerService100

    ICMI Call Centre
    • April 2013

Bill Quiseng's Projects

  • Hospitality Program Renewal at North Central Michigan College

    • November 2013 to 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.

Bill Quiseng's Additional Information

Websites:
Groups and Associations:

Member, Hospitality Advisory Board, Ferris State University, MI

Honors and 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

Contact Bill for:

  • career opportunities
  • consulting offers
  • job inquiries
  • expertise requests
  • reference requests
  • getting back in touch

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