I have had the pleasure of working for many fine organizations throughout my 25+ year career in the restaurant & hotel industry. From Crowne Plaza, Hilton Hotels, Westin & others, each strive for excellent customer service and so do I.
Creativity, an attention to detail, follow through and anticipating the needs of the guests has allowed my teams to provide the experience our guests desire, all while working within company guidelines, budgets and accountability.
In addition to my experience as a Room Service Manager, Restaurant Director, Director of Banquets & Regional Customer Service Trainer, I have been part of a team that have opened new hotels and departments. I have been instrumental in creating or redefining the service standards at all properties I have worked and developed leaders within my department.
Training has been the key to the development of my staff.
My book “Earn More Tips On Your Very Next Shift…Even If You’re a Bad Waiter” is an easy to follow customer service training method used across all industries, resulting in better customer retention and repeat business for your company.
I also write a weekly blog featuring customer service stories and training tactics to “WOW” your guests!
What inspires you to write?
My writing came about from the various training classes I have taught to my staff. Since I am still actively involved in the hospitality business these classes are an ongoing process in the development of my staff. So as long as I can pass my knowledge on to others I will write it down so others may be inspired as well.
Tell us about your writing process.
Once I get an idea, even if it’s just a title or a few sentences, I will write it down for future reference. It can be from a conversation with a customer, a coworker or just a snappy come-back from someone waiting in line at the supermarket checkout line. I will catalog these sentences based on the topic and when I am ready, I will string together a series of them to create a cohesive idea and story.
Ideas can come from anywhere, it’s just how you put them together into a story that can benefit others.
What advice would you give other writers?
Just like the sneaker ad, just do it. Most authors will never get rich from their books but you can pass your knowledge on to others, especially if you write about real-world actionable topics.
How did you decide how to publish your books?
I had no intention to write or publish a book originally. It just came over a 3 week period in early 2013. I was elaborating on a series of training classes that I already holding for my staff and did away with the outline I use and decided to write them in depth as if someone else can read it and use it themselves to teach others.
Before I knew it I “had a book”. Three additional weeks to learn how to self-publish and the rest was history. Very quick and unexpected but I am happy I did.
What do you think about the future of book publishing?
Physical books will always be here to stay but their influence will lessen and ebooks will be the future. Today’s generation is so engrossed in electronic media that to publish in this medium will be a necessity.
What genres do you write?
Business, Customer Serivce, Self Help, Hospitality
What formats are your books in?
Both eBook and Print