Pulse January / February 2024 | Page 28

2024 CONFERENCE KNOWLEDGE BUILDER

DR . BRYAN K . WILLIAMS

LEADERS SERVE & SERVERS LEAD : KEYS TO inspire EXCEPTIONAL SERVICE

MEET DR . BRYAN K . WILLIAMS First , it ’ s important to know that I love service and absolutely love to see people treated exceptionally well . I ’ m a keynote speaker and author who focuses on service excellence and leadership effectiveness . For the last 20-plus years , I ’ ve been fortunate to facilitate workshops and deliver keynotes worldwide for various companies in diverse industries .
A large chunk of my career background was spent in the luxury hospitality sector , specifically with The Ritz-Carlton Hotel Company . I held 17 roles in that company , from busboy to global corporate director of training and organizational effectiveness . I ’ ve been fortunate to work with and help open multiple properties , including luxury spas . Some of my spa clients have Forbes 5-Star ratings , among many other accolades .
Pulse : You ’ ve been a mainstay of the ISPA Conference for nearly two decades , and members remind us every year to invite you to join us at the annual spa gathering . This year , you will present a topic new to ISPA attendees , but one that has helped shape your own career . Is there a success story you ’ d like to share ? Bryan K . Williams : Absolutely ! One of my fondest memories of “ leaders serve and servers lead ” is when I was a pool and beach attendant at The Ritz-Carlton , St . Thomas . I was a senior in high school at the time . The general manager of the resort noticed my work ethic and called me to his office . He challenged me to come up with seven life goals , and then subsequently met with me weekly — in his office — to review the goals . After one year , he transferred to another hotel , but by the time I was 28 years old , I had done everything on the goals list .
As I was being mentored and invested in , I found myself working harder and serving on a higher level than ever before . There ’ s something transformational about being invested into . As a leader , if you put more caring into those you lead , they will put more caring into whom they serve .
Pulse : What are a few takeaway messages from your presentation ? BKW : l The key ingredients that inspire your team to deliver world-class service consistently . l Identifying the true beneficiaries of service excellence . l Understanding the key truth about appreciation . l Articulating how you provide exceptional service to your
26 PULSE n JANUARY / FEBRUARY 2024