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 June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.