Dr. Bryan Williams

About Bryan

Dr. Bryan K. Williams is a keynote speaker, consultant, and author, who is a noted authority on service excellence and leadership effectiveness. His passion is to serve others so they may better serve the world. Over the past several years, Bryan has provided training and consulting expertise to hundreds of organizations in over 20 industries ranging from Healthcare to Luxury Hotels. His work with clients has taken him throughout North America, Europe, Asia, Africa, Mexico, Australia, South America and the Caribbean.


Bryan’s keynote speeches and seminars have helped organizations create a memorable service experience for their customers. He is a high-energy, dynamic speaker, who educates and inspires professionals to be consistently exceptional. Bryan is also a bestselling author of four books – Engaging Service, Work Like You Own It, How to Serve a VIP, and Lift Me Higher. 


Bryan and his team also conduct three acclaimed leadership conferences annually: STRONG Leader Institute, the BW Leadership Academy, and the Supervisor Skills Workshop. 

Prior to this current venture, Bryan worked with the world- renowned Ritz-Carlton Hotel Company for ten years. In his last role, he was the Global Corporate Director of Training & Organizational Effectiveness. Before his corporate assignment he held over 17 roles with Ritz-Carlton, beginning as a busboy at The Ritz-Carlton, St. Thomas. 

Dr. Williams has earned degrees in Business Administration, Hotel/Restaurant Management and Adult Education, including a Doctor of Management in Organizational Leadership. 

Bryan was a member of the Board of Examiners for the Malcolm Baldridge Performance Excellence Program. The Baldridge program administers the Malcolm Baldridge National Quality Award which is the highest recognition that a U.S. organization can achieve for performance excellence. It is awarded annually by the President of the United States to businesses from all sectors. 

Overview of Services

DELIVERING WORLD-CLASS SERVICE: 

  • Customer Service vs. Customer Engagement

 WORK LIKE YOU OWN IT! SIX HABITS OF SERVICE SUPERSTARS:

  • Habit #1: How (and who) will I “wow” you today 

  • Habit #2: Identify customer preferences 

  • Habit #3: Give teammates recognition 

  • Habit #4: Be an ambassador 

  • Habit #5: Develop personal service standards 

  • Habit #6: Own complaints 

LEADING A 5-STAR SERVICE TEAM 

  • How to build a team of highly engaged employees

FROM GREAT TO WORLD-CLASS 

  •  Define the “ultimate service experience” for your organization and how to implement it

7.5 KEYS TO SUSTAIN EXCELLENCE ON YOUR TEAM 

  • Daily review and practice of standards 

  • Daily focus on exceeding expectations 

  • Conduct ongoing audits 

  • Call out indifference 

  • Be 5 Stars all the time 

  • Treat the staff the way you want them to treat their customers 

  • Look at the process…not the person 

  • Do you believe in the potential of each person on your team

CONTACT US

Heritage Consulting by B+R

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info@heritageconsultingbybr.com

Phone. 513-781-9784