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Industry Briefs
Milwaukee City Wide Hospitality Training Draws 1,500

A dynamic week-long program of specialized customer service training presented by nationally-known management consultant Bob Brown drew more than 1,500 Milwaukee hospitality employees in September. Sponsored by VISIT Milwaukee, area hotels, restaurants and technical colleges, the program was aimed at a broad range of employees from businesses tied to the city’s $2.5 billion tourism/hospitality industry.

Brown’s energetic presentations covered four topics: The Eight Keys of Dining Sales Success, Coaching for Star Performance, Service Excellence for Lifetime Loyalty and The Five Keys to Wine Sales Success. Attendees were encouraged to continually yell “Say Yes!”, the theme of the seminar. In a city already renowned for its friendliness, VISIT Milwaukee’s goal was to go the extra mile in professional service training. “We wanted to offer as many hospitality employees as possible, from management level to frontline staff, the opportunity to experience one of the industry’s most exciting trainers. It’s part of our ongoing commitment to superior customer service on a citywide basis,” commented Paul Upchurch, president & CEO of VISIT Milwaukee.

Feedback on the seminars was outstanding, one attendee commenting, “I’ve been a server for the last 10 years and had the attitude that nobody could tell me anything…but I learned so much today!” A 2011 Pinnacle Award Winner for overall customer service as voted by readers and planners of Successful Meetings magazine, VISIT Milwaukee also receives consistently high marks on surveys of meeting planners who have convened in the city. More events similar to the successful Bob Brown seminars are planned for the future by VISIT Milwaukee and its industry and academic partners, as Milwaukee continually strives for high customer satisfaction levels that encourage both business and leisure visitors to return to the city often.

VISIT Milwaukee markets Greater Milwaukee to tourists, and convention and meeting planners, both nationally and internationally. VISIT Milwaukee has more than 600 members, including hotels/motels, restaurants, attractions, services and area businesses. Tourism generated $2.5 billion in spending in Greater Milwaukee in 2010 and supported more than 61,000 local jobs. The City of Wauwatosa, Frontier Airlines, Potawatomi Bingo Casino and the Wisconsin Center District are strategic partners with VISIT Milwaukee, providing funding support for conventions and tourism programs. For more information call (800) 554-1448 or visit
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