Bob then pursued a career in music recording 2 albums with MGM records and toured with Richie Havens of Woodstock 1-fame and was the opening act for other such notables as Bonnie Raitt, James Taylor, Neil Young, and Linda Rondstat.

  Bob gained valuable insight into the hospitality industry while waiting tables in Key West, FL, Charleston, SC and Washington, DC. 

  Over 15 years ago in 1987, Bob Was the top sales performer in a sales force of over 80,000 servers, selling over $300,000 worth of food and beverage in a single year making over $60,000 in tips.

  Over the past 12 years Bob has worked with over 220 Marriotts developing both front office and food and beverage programs. In 1995 Bob pioneered Marriott’s Service Excellence program used today throughout their hotels worldwide.

  In 1996 and 1997 Bob worked with all 47 full service restaurants in Disney World training over 4,000 cast members and managers. The result was a sales increase of over 11 million dollars. 

  Today Bob works with such prestigious clients as Disney, Nordstrom, Marriott, Ritz Carlton, Hilton, Morton’s of Chicago, Olive Garden, Red Lobster, Longhorn Steakhouse, Coors Brewing and hundreds of other restaurants, clubs and casinos. He has delivered speeches and programs all over the US and abroad. 

  He is a regular columnist in the Restaurateur magazine and writes for numerous other publications including Nevada Hospitality, Restaurant Digest, Food and Service News, Restaurants USA, and Up Front Foodservice. 

   Bob—a frequent keynote speaker at national and state association and general manager meetings is known for his interactive, high content—high-energy presentations. 

   Some of Bob’s keynotes of note include Marriott, Morton’s of Chicago, CHART, Champps, Homestead Suites, Capital Grille, Ruby Tuesdays, Longhorn Steakhouse and Olive Garden. 

   Bob has also appeared on the Food Network and Hospitality Television and was recently quoted in the Wall Street Journal. He is the author of The Little Brown Book of Restaurant Success and is featured in the video “The Seven Ways Successful Servers Sell.”

TOPIC: Service Excellence for Lifetime Loyalty
1. Star Qualities: Seven qualities, habits, and characteristics of service stars. 
2. The Art of Respectful Phasing: Ways to avoid negative dialogue and positive examples for associates and managers to speak with guests. 
3. Conflict Resolution: How to effectively use the LEARNT model to build customers for life.
4. The Empathy Tool Box: Concrete dialogue you can use to diffuse anger and create customer partnerships.
5. Sales Pizzazz: Strategies to create educational, interactive and engaging service. 
6. Service Dazzlers: Powerful approaches to create individual-centric, and acts of “wow” service that creates “raving fans” and lifetime loyal guests.

FEE RANGE: $8,000 - $12,000

VIDEO & PRESS MATERIAL AVAILABLE UPON REQUEST