Hotel Industry Testimonials

"It was our privilege to have you in attendance, and what a joy for to benefit from your passion and wisdom regarding service. It was an incredible experience for our members to listen to you and feel your enthusiasm for hospitality."

Robert Marks


Les Clefs d'Or USA


“You have become an important influence to the direction of our hotels through your training materials, webinars and newsletters.  We are well on our way to engaging our customers in a new way with a desire for world-class service. The only thing I can say is I wish I knew of you sooner!” 

Tom Sprankle

General Manager

The Golden Hotel




"Talk about ENGAGEMENT! Most of us have attended sessions aimed at motivating individuals and in building a lasting impression, only to be disappointed in the message coming across. However, the depth of your material, your integrity, your open enthusiasm, your humor and your ability to connect on every level made it worthwhile for everyone!"

Hans Bruland
Vice President & General Manager
The Hay-Adams



"I have attended many seminars on service and training, but I have never witnessed such a refreshing, clear, and mind-opening presentation as the one Bryan Williams gave us. My colleagues were all inspired and are still talking about it!"

Isabel Morero
Reservations Manager
Marbella Club Hotel, Golf Resort & Spa (Marbella, Spain) 



"Thank you for coming to St. Andrews Country Club and working with our professional staff. your message and energy provided the perfect tone as we embark on another busy season."

Craig D. Martin

COO & General Manager

St. Andrews Country Club



"Bryan is a gifted speaker that I would recommend for any training session in the hospitality industry. With his many years of experience in the hospitality business, he knows a variety of creative teaching methods to ensure you learn what you need to. His real world examples of both terrific and horrific hospitality experiences were not only hilarious but drove home the point of how easy world-class hospitality can be. His welcoming personality makes you feel completely comfortable with the subject matter and tasks at hand. If you want to turn your business into a world-class leader, hire Bryan."

Maureen Gallagher
Vice President of Marketing
Metz Culinary Management 




"I have sat through many speakers in my career, but I must say, you brought such great material that is very relevant to business (personal too) and conveyed it with enthusiasm and examples.  I appreciate the fact that I could come back to my office an immediate implement things right away."


Susan Weeks

General Manager

Marriott ExecuStay - Atlanta





"Bryan Williams presented at our 10th Annual I.R.R.R.M. Conferences. He engaged the delegates, who represented multiple nationalities, with concepts and simple steps for success in a challenging economy. It all evolved around superb Customer Service, and is easy to introduce or reinforce in your day to day business. Everyone should certainly have departed the Conference with a few ideas to make their hotels perform at a higher level. Well done Bryan."

Joe Opp
Senior Vice President, Membership Services
The Leading Hotels of the World, Ltd.



"I always enjoy attending Bryan’s webinars and reading his articles! I find them stimulating, inspiring, to the point and very relevant to my industry and to the strategies we are working on implementing. I’m always left full of motivation to share what I just heard or read and the powerful, yet simple nature of his messages makes it easier to cascade them to all team members at all levels in the organization. It is even more encouraging as the points shared with us are not only “nice words and theory” and they can all translate into simple, actions and invite people to act. It should come as no surprise that each month we use one of these messages in our newsletter to our associates to raise awareness, strive for excellence and encourage all to follow! Thank you Bryan!"


Sara Bianchi

Area Director of Quality

The Address Hotels + Resorts






"Dr. Williams energy, passion and "real-world" examples of Five Star Service resonated with our General Managers during our recent General Managers Conference.  He is an EXCELLENT investment towards our future growth strategies".


Matthew A. Woodruff

Vice President, Guest and Brand Excellence

Hospitality Ventures Management Group




"It's nice to see that, a few days after your training sessions for our team, people are very positive about the things they learned. In several ways, we're trying to implement your tips and tricks and looking forward to increasing our service to the world class-level."


Mr. Michiel Roelfsema

Assistant Food & Beverage Manager

Hotel Okura Amsterdam



"I do feel very grateful for your existence in my daily professional life as my role serving Hilton Bandung. It was started by an email forwarded by Mr Peer Norsell, my General Manager, to all Heads of Departments. And that's the beginning of how you became familiar among my concierge team currently. I visited your company’s website. And nowadays I have an additional session in our daily concierge briefing called ' My new mate -Mr B William-'s daily message'. I read your articles on each briefing. Not to forget to close each of it with reading your 'Engage Me..the voice of your customers' poem." 


Indra Sandhika

Concierge Supervisor

Hilton Bandung





"I was one of the attendants to the 5-star Leadership in Milan at the Grand Hotel et de Milan and I'd like to thank you very much for your wonderful job regarding he interesting classes you gave us. They are and will be certainly so helpful in better leading a successful team and I'll apply many of the points discussed at our hotel."


Vera Mazzoni

Guest Relations & General Manager Assistant

Villa d'Este (Cernobbio, Italy – Lake Como)






"Motivating. Inspiring. Entertaining. Bryan's EngageMe presentation cast new light upon the complex hotel/guest relationship. It gave participating hoteliers a different perspective (the guest's) and a few precious tips on how to enhance our service skills. These service skills will help us make each of our guests feel special any time they choose to stay at our properties."

Alessia De Gregori
Revenue Manager
Hotel Majestic Roma (Rome, Italy)



"Thank you so much for the Webinar! It was an excellent experience and I will be glad to attend these kind of events again. I also find the articles of B. Williams useful and I hope that it will help me and my colleagues to provide our guests with a unforgettable "WOW" experience."

Margarita Khmelnitskaya
Grand Hotel Europe (Russia)



"I had the pleasure of hearing Bryan speak at the 2009 Leading Hotels of the World conference. I found Bryan to be one of the most engaging speakers that I have come across in my 20 years in the industry. Bryan has a wonderful gift of keeping the attention of his audience and the ability to present skills for achieving five star service in ways that are easily understood and easy to apply."

Chris Sellitto
Chatham Bars Inn



"It was very nice to attend your training. I could see your passion for service in the tone of your voice and also in your attitude!"

Laura Tavares
Hotel Fasano Sao Paolo Brazil



"Bryan’s presentation was not only interactive, but very effective and thought-provoking as it left me pondering on the simple principles that we so often forget to apply as leaders. After getting back to work, I was eager to get my team members not only to understand their function, but to also appreciate their purpose in creating a culture of service excellence."

June Kyula
Rooms Division Manager
Nairobi Serena Hotel (Nairobi, Kenya)



"Hello, Dr. Williams. Just wanted to follow up with you about you teaching sessions. It really impacted my professional life and I believe will impact my team. I have already purchased you book and video for myself. If they are as good as I think they will be, I am planning to purchase the combination for each of my managers. Thank you for the work you do!"

Alex Fedorow
Director of Operations
Shinn Enterprises



“Mr Williams was kind enough to deliver a session via webinar to our hospitality management students and this was very well-received. His enthusiasm and passion are captivating and the tips he provided were appreciated by the student body. He is obviously very knowledgeable about the industry and eager to share his ideas with the future generation. Thank you to Mr Williams for his input in IMI’s Career Days.”

Greta Musu

Greta Musu

Head of Career Services

IMI International Hotel Management Institute, Luzern – Switzerland



"Your webinar was easily understood, straightforward, and was pointed in reacquainting people with purpose of the industry as a whole vs. job description. In a day and age where people not familiar with looking at the larger picture, your webinar was a pleasant re-introduction for some to the true meaning of 'hospitality'."

April DeShields

April DeShields

Reservations and Revenue Manager, Bernardus Lodge



"Bryan Williams is a motivational force to be reckoned with. I was fortunate enough to receive a signed copy of Engaging Service: 22 ways to Become a Service Superstar. I plan to share this book with my Management Staff and reinforce his message that excellence is an organization-wide process. My General Manager has asked that I give a short presentation based on Mr. Williams teachings, and I look forward to educating my colleagues on what it truly means to be world-class."

Kristin W. Durand
Transient Sales Manager
Le Pavillon Hotel - New Orleans, LA



"We were so impressed by Bryan's lecture at the Annual IRRRM Convention of The Leading Hotels of the World that we decided to contract him for training and ongoing consultancy and coaching for the Hotel Puente Romano and Marbella Club. Under the new inspection criteria for Leading Hotels the Puente Romano had its worst result in its 30 year history particularly due to the change in the employee's interaction with guests that was introcuced under the new standards so Bryan's visit was one of the key factors in embarking on a major change in our service philosophy and training.

With Bryan's visit and sessions which were attended by staff of all levels, plus subsequent coaching we were able to increase our score by almost 15 percent within the space of six months. This is the most objective concrete measure of the success that our hotel enjoyed from Bryan's visit and the ongoing follow-up and therefore I have no hesitation in recommending Bryan."

Shaun Leleu
Managing Director
Marbella Club Hotel, Golf Resort, & Spa



“As just freshly graduated from a hotel management school, I took great inspiration from the webinar and it will be a great tool of motivation for myself. I am looking forward to apply your “rules” on myself and my team. Thank you very much for taking the time to share your knowledge with us.”

Jan Kroeckel

Jan Kroeckel

Novotel Phan Thiet Ocean Dunes & Golf Resort (Vietnam)



"Brian Williams was the perfect partner to assist us in raising the service levels at our resort. He is energetic, direct and offers solutions that are easy to implement. He helped us incorporate or vision, mission and core values into our pursuit of world class service. In our journey to provide excellence in everything we do, we found it in Brian Williams."

Rob Howell
General Manager
The Shawnee Inn and Golf Resort



"I had a real pleasure attending Bryan Williams training courses recently at the Marbella Club. I participated at many training sessions in the past and I know how they can be repetitive, uninspiring or even boring sometimes. Bryan has the competences and the talent to build a top quality training programme of great interest and very inspiring for attendees at every level of the hierarchy. Bryan Williams delivers not only “World-Class Service” but also “World-Class Training"

Oliver Valentin
General Manager
Le Beauvallon

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