Thomas Costello
A popular and inspirational speaker with solid content and humor, who has been speaking to the hospitality industry since 1980, Tom Costello has molded presentations that have a timeless theme: managers living values. To create a custom-designed speech, he interviews managers and employees and trumpets their "Hall of Fame" guest service stories. Tom's fresh perspective to service will entertain your managers while speaking straight to their hearts. Currently, Tom is the director of the hospitality management program at the University of San Francisco. He is the author of Gut-Level Management: Situations That Can Make Or Break Your Foodservice Business.
MOST REQUESTED TOPICS:
Hats Off To Service
The presentation will stimulate your managers' thinking about their customer service values. The presentation provides a model which displays how values form the foundation of a quality service program. The participants will examine their performance to decide if they live their values or if their values have become lip service. All managers get involved in a tug-of-war between living their values vs. dealing with business conditions. For example, if teamwork is a stated value of your organization, but in reality people only practice it when it is convenient for them, that is a tug-of-war.
A very popular segment of the presentation is called the "Hall of Fame." This is an opportunity to showcase your service stars by relating exemplary customer service success stories. These stories not only give personal recognition to those who have gone 'above and beyond' to please your guests, but also provide lessons to the managers. To gather these stories and other information about your company, Tom conducts research in advance of the seminar through telephone interviews and on-site visits where possible. This produces a custom-designed seminar that is relevant to the participants.
The Work in Teamwork
Restaurant management is a team game, and the strength of the team determines the success of a manager. In this seminar participants can chart their team's current status on the Team Development curve and learn how to develop the team 'up the curve.' We explore the four stages of team development and define the characteristics of the team and the manager's role in each. Team exercises are provided to help the team evolve to the highest possible stage on the Team Development curve. Tom provides his hands-on insights in working with a variety of teams of over thirty years.
A popular and inspirational speaker with solid content and humor, who has been speaking to the hospitality industry since 1980, Tom Costello has molded presentations that have a timeless theme: managers living values. To create a custom-designed speech, he interviews managers and employees and trumpets their "Hall of Fame" guest service stories. Tom's fresh perspective to service will entertain your managers while speaking straight to their hearts. Currently, Tom is the director of the hospitality management program at the University of San Francisco. He is the author of Gut-Level Management: Situations That Can Make Or Break Your Foodservice Business.
MOST REQUESTED TOPICS:
Hats Off To Service
The presentation will stimulate your managers' thinking about their customer service values. The presentation provides a model which displays how values form the foundation of a quality service program. The participants will examine their performance to decide if they live their values or if their values have become lip service. All managers get involved in a tug-of-war between living their values vs. dealing with business conditions. For example, if teamwork is a stated value of your organization, but in reality people only practice it when it is convenient for them, that is a tug-of-war.
A very popular segment of the presentation is called the "Hall of Fame." This is an opportunity to showcase your service stars by relating exemplary customer service success stories. These stories not only give personal recognition to those who have gone 'above and beyond' to please your guests, but also provide lessons to the managers. To gather these stories and other information about your company, Tom conducts research in advance of the seminar through telephone interviews and on-site visits where possible. This produces a custom-designed seminar that is relevant to the participants.
The Work in Teamwork
Restaurant management is a team game, and the strength of the team determines the success of a manager. In this seminar participants can chart their team's current status on the Team Development curve and learn how to develop the team 'up the curve.' We explore the four stages of team development and define the characteristics of the team and the manager's role in each. Team exercises are provided to help the team evolve to the highest possible stage on the Team Development curve. Tom provides his hands-on insights in working with a variety of teams of over thirty years.
