Excellence: The Empirical 5 Golden Pillars of Life in Service

By Gary Williams Esq.

Change your life in Hospitality forever

In this book, I will show you the way to change your service life forever. I will guide you through the 5 GOLDEN PILLARS of service excellence and beyond, to deliver the best service in the world, in fact it is beyond the best service; it is phenomenal service!

I have witnessed countless front of house professionals literally change their lives and achieve staggering results by applying the 5 GOLDEN PILLARS of service excellence. Gratuities in service have skyrocketed from 50% to 1300% increases and beyond. Always remember “Gratuities are the consequence of amazing service and we deliver amazing service with or without gratuities”.

The definition of madness is “doing the same thing over and over expecting a different result”. Change what you’re doing today and you will see the results you deserve!

Seize the day and let the magic in your career and life begin NOW.

•••

Gary Williams has worked with companies to achieve 1st, 2nd and 3rd in the world, within sectors such as Hotels, Aviation, Luxury Superyachts and Ocean Liners, to name but a few!

• Language: English
• Publisher: Gary Williams Esq.
• Release date: Jun 9, 2020
• ISBN: 9781838042318

Book preview

THE SPARTAN WARRIOR

CREDO SAYS, "ONE

WHO SWEATS MORE

IN TRAINING, BLEEDS

LESS IN WAR".

You were born into the opportunity of greatness and within you lies perhaps dormant through a life of hardships and heartache the spirit of excellence. It is now time to change your life in this wonderful world of hospitality and be a force for good on this beautiful planet we call Earth. It is now time to believe in yourself and soar on eagles’ wings and walk alongside the gods.

Copyright © 2020 The British Butler Institute

First published in 2020 by The British Butler Institute

www.britishbutlerinstitute.com

All rights reserved.

The British Butler Institute has asserted his right under the Copyright, Designs and Patents Act 1988 to be identified as the copyright holder of this work.

No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying or recording, without the prior permission of the author.

Created and Printed in the UK by SpiffingCovers.com

Contents

Prologue

Introduction

Action and a Career in Service Excellence

Be Prepared for the Interview

A Career in Hospitality

Dedicated Practice

Dealing With a Difficult Guest

Consistency

Friendly not Familiar

Connection and Trust

What the Front of House Professional Should Carry on Their Person

Working in a Team and Being a Good Team Player

Voice

Inherited Language

The Wake-up Call

Newspaper/Periodical/Letter Delivery

Time-keeping

Tact Always Wins

Manners

Reflection of Success

Bill Presentation

Deportment

How to Open and Close a Door

Kindness

Positive Language is Key to Success in Service

The Dinner Book

Dining Essentials

What Do Clients Really Desire?

Passionate Staff

Unparalleled Forces Within Us

Frequency

Tips are the Consequence of Good Service

Listen and Act on What a Guest Says

Prompt Action

Welcoming a Late Guest

Continuous Learning

Lazy Staff

Coincidence and the Art of Anticipation

The Boomerang Effect

Anticipation

Important Decisions

Prying Guests

Dealing with Spillages and Accidents Effectively

First Point of Contact

The Meet and Greet

A Positive Aura

Service Excellence

The Best Concierge in the World

Ask Better Questions

Home from Home

Learned Acceptance

Actions Determine the Future

Attention to Small Details

A Unique Family

Experiences

Notes and Ideas

Prologue:

The Transformational Power of Words

In service we need energy to deliver across the board and, in many cases, might be working 10-14 hour days, with additional travel time to and from our workplace. We also have daily domestic responsibilities to consider. Without a doubt, we need to stay healthy and full of energy – and a big part of our energy is related to the power of our words.

Scientists from around the world have done research on the euphonious effects of both positive and negative words on water, most famously the Japanese author and pseudoscientist, Masaru Emoto. Incredibly, positive words have been proven to change the structure of the water and, when frozen, water that has been exposed to positive speech and thoughts forms beautiful crystals, whereas water that has been exposed to negative speech and thoughts forms ‘ugly’ crystals.

We must consider, then, that the amount of water in the human body ranges from 50-75%. The brain and heart are composed of 73% water. Imagine the impact of the words that you speak, and the thoughts that you have, on your body and those of the people around you!

It is therefore vital to start every day with positive thoughts, for example:

Today is a great day.

Today I have so much energy.

I am in the right place at the right time.

I attract to me the people I need.

Thank you for my abundant health.

I feel younger each and every day.

I have wonderful guests today.

I am part of a great team.

I am a very good team listener.

I am grateful for my family and friends.

Anything that works for you can be used and repeated throughout your day, thus changing your energy and the experience of those who come into contact with you.

It’s up to you!

Carpe diem. Seize the day.

Introduction

Deliver the Right Experience, Every Time

I would like to introduce this book about our wonderful industry of hospitality by sharing some examples of how delivering the right experience can bring great joy to our clients.

A stunning experience was created for a gentleman who was celebrating his birthday. The team organised a complimentary cabana at the beach. We served his favourite dishes in the cabana, and for dessert we had our executive chef and sous chef prepare a ‘live’ sorbet. We arranged personalised decorations, and for the musicians (we had live music that day) to come a little earlier. They started playing ‘Happy Birthday’ the moment he walked around the corner. Needless to