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Monday, March 27 • 9:00am - 12:00pm
Pro Workshop 2: Turn Your Staff Into Customer Service and Sales Superstars

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In the time it takes to see a movie—learn in Bob’s power packed interactive session how to Build your Hospitality A-Team, The Art of Respectful Phrasing, Turn Complaints into Wows and deliver Dazzling Service and how to engage and softly upsell with the Don’t Ask/Suggest, Guided Tour and By the Way Techniques.


Bob will share how to incorporate the techniques and tactics he uses help such prestigious organizations as Disney, Marriott, Nordstrom and Four Seasons to create your hospitality edge. “You don’t have to be a Ritz-Carlton to give Ritz-Carlton service,” Bob will illustrate.


In Bob Brown’s session you’ll takeaway how to:

  1. Build Hospitality Superstars: Hire, train and retain top performers to possess knowledge, enthusiasm, empathy, a planned approach, technical excellence and the ability to read and respond to cues.
  2. Banish Complaining, Blaming, Arguing and Making Excuses. Learn the art of Respectful Phrasing.
  3. Turn Complaints into Wows: Ward off negative, social media trigger-happy customers! Learn how to listen without interrupting, empathize to show you’re on your guests' side, apologize and take immediate and create to prove to the guest you’re ready to go above and beyond to repair the relationship. Turn one-time guests into lifetime advocates.
  4. Create Dazzling Service: Since companies like Zappos, Disney, Nordstrom and Ritz Carlton have raised the bar, and guests have higher expectations. Raise the bar with compassionate, entertaining and engaging hospitality to get a perfect “10” on the service report card.
  5. Avoid Yes/No Questions with the The Don't Ask/Suggest Technique: Helps the server break the “yes/no” habit by suggesting and not asking. 
  6. Give Guests the Opportunity to choose or Refuse with The Guided Tour: Teach servers how to make the menu come more alive and help guests consider more options for their dining pleasure.
  7. Softly Up-Sell with The By the Way: A soft way of answering objections, explaining benefits, up-selling without being pushy, creating a complete dining experience by accessorizing.

avatar for Bob Brown

Bob Brown

President, Bob Brown Service Solutions
Bob Brown is a top-rated keynote speaker, author and industry expert in the field of hotels, restaurants and casinos worldwide.   He was born in the US in Washington DC and received a bachelor’s degree from the University of Maryland.   Bob’s first career as singer/songwriter... Read More →

Monday March 27, 2017 9:00am - 12:00pm PDT
Room N228 Las Vegas Convention Center