Editorial Board   

Ms. Ross

Susie Ross

Founder, Waiter Training

Susie founded Waiter Training when she realized that restaurants might be able to utilize her extensive background in successful sales in the restaurant industry and as an instructor. She obtained her degree in Speech/Communications with an emphasis in Theatre, from Metropolitan State College of Denver and made a successful career of selling and serving food and beverages in the restaurant industry. Her background in the restaurant business runs the gamut from fast-paced, breakfast and lunch service to a more formal, evening and dinner atmosphere and spans nearly 15 years. Building confidence in both experienced and inexperienced staff has become her trademark. Susie believes servers must approach the table with confidence and an ability to sell the menu, irrespective of the type of restaurant. Classes are conducted with fun in mind. It has been proven that people of all ages learn better when there is fun, laughter and games involved in the learning process. Susie brings fun and creativity to her sales-oriented approach to serving guests in a restaurant.

Ms. Ross can be contacted at 720-203-4615 or susan@waiter-training.com

Coming up in October 2020...

Revenue Management: Maximizing Profit

Hotel Revenue Management continues to evolve at a blistering pace. Driven by technological innovation and new distribution channels, there are some dynamic opportunities for expansion in this fast-growing field. The technology is primarily designed to help revenue managers further refine their operations and pricing models to maximize hotel profit. For example, hotels can't be all things to all people, so a key strategy is to precisely identify their target audience. By employing geo-targeting techniques and analyzing behavior such as previous bookings, on-property purchases and online shopping practices, there is an increased capability to define guest demographics. By segmenting customers in more specific ways, hotels are able to create more personalized experiences which, in turn, allow managers to optimize their room rates. It is also an effective way to fulfill the unique needs and preferences of the individual. Another methodology is to consistently monitor the competition's pricing strategies. There are software tools that analyze a competitor's current rates, and then allow a hotel to make its own pricing adjustments. It is also a useful means to conduct forecasting models. Other technologies that are being integrated into a revenue manager's toolkit include Artificial Intelligence in the form of automated algorithms, and Voice Recognition (VR) for data inquiries, rate changes, and booking behavior. Predictive and analytic software programs are also being leveraged to provide more forward-looking data, instead of the usual reliance on historical performance. These metrics allow managers to be more proactive - rather than reactive - with their revenue strategy. The October issue of the Hotel Business Review will examine these developments and report on how some leading hotels are executing their revenue management strategies.