Editorial Board   Guest Author

Mr. Bridwell

Tony Bridwell

Partner and Practice Leader, Partners in Leadership (PIL)

Tony Bridwell is a Partner and Practice Leader for Partners In Leadership with nearly three decades of executive leadership experience. Most recently serving as the Chief People Officer of Brinker International (the parent company of Chili's and Maggiano's restaurants), Mr. Bridwell is a highly recognized thought leader in corporate culture, L&D, and human resources, being named 2015 HR Executive of the Year by DallasHR (the local SHRM affiliate) and also receiving the 2015 Strategic Leadership Award from Strategic Excellence HR. Mr. Bridwell began working with Brinker in 2009 as a consultant representing Partners In Leadership. Beginning in 2009, Brinker and its restaurants were facing a tough economy. Under his leadership and using the Partners In Leadership approach, Brinker reversed poor engagement, low retention, and high costs and ultimately transformed its culture into a powerhouse resource, delivering high stock prices, best-in-industry employee engagement, and high customer satisfaction levels. Based on this success and demand for his deeper involvement, Mr. Bridwell joined Brinker in 2013 and soon transitioned into a key member of their executive leadership as chief people officer in 2014. Mr. Bridwell has been a facilitator and featured speaker for audiences of several thousand people and has presented for multiple conferences and associations, including the CHRO Exchange, Dallas HR (SHRM), the HRSouthwest Conference, ATD San Diego, and the California Restaurant Association. Mr, Bridwell is a member of the Society for Human Resource Management (SHRM) and serves on the board of directors for two non-profits: Taylor's Gift Foundation, which advocates organ donation awareness, and Unlimited Partnerships, a group dedicated to strengthening churches through the development and mentoring of future church leaders. Tony also authored the books, The Difference Maker (August 2013) and The Kingmaker (June 2016).

Mr. Bridwell can be contacted at 800-504-6070 or tonyb@ozprinciple.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.