HILTON HOTEL, UNION SQUARE, SAN FRANCISCO

The Challenge; personalizing service in this 1,900 room property within the front desk department. Over a 10 day period, I worked with concierges, guest service agents, bellmen, doormen, PBX and package room team members, both in management and front line positions. Mark Coulter, Director of Rooms, was steadfast in his desire to improve the morale and skills of his team members. In multiple surveys, they had expressed their wish for continued training. Bravo Mark for your committment, Bravo Team Hilton Union Square for your contributions to Excellent Service. 

AHWAHNEE HOTEL, YOSEMITE NATIONAL PARK, CALIFORNIA 

This "mission" had three, separate components; first, to assess the service throughout this historic, 123 room hotel in the spectacular setting of Yosemite National Park. Secondly, to critique the 30 year old tradition of the Vintners Holiday series as to relevance, procedures, guest speakers, moderators, etc. Lastly, to lead an "Excellent Service Worskhop" with the management team of the hotel.

Emilio Branchinelli is opening his 4th restaurant on Long Island and asked me to present "The Excellent Service Workshop" series as well as help him and his partners make the final decisions to who would constitute the initial team. After a three day series, I administered a written exam as well as a practical review to determine the final candidates. Several immediate follow-up visits to help transition the team were also scheduled.

GLEN COVE MANSION, HOTEL AND CONFERENCE CENTER, GLEN COVE, LONG ISLAND                            

While I was working with Passione Restaurant, I spent two, separate overnights at the magnificent Pratt Mansion in Glen Cove which serves as both hotel and conference center.Both times, incognito, I assessed the service at both the hotel and the restaurant and submitted my findings to the Managing Director as well as their Catering Director.

THE PUTNEY INN, PUTNEY, VERMONT 

The owner of this historic "homestead" recently asked me to do a full assessment of service and menu content of this 25 room inn in Southern Vermont. The trip also allowed me to meet Michael Fuller, Chef/Owner for 25 years of P.J. Buckleys, an ecclectic, high-end, 16 seat restaurant housed in a tiny, restored caboose car diner in downtown Brattleboro. 

FLATIRON RESTAURANT GROUP, NEW YORK CITY

In addition to presenting several "Excellent Service Workshops" with three of the restaurants in this group; Steak Frites, Maison and City Lobster, I assisted in the preparation of several menu re-writes as well as an Oktoberfest prix fixe menu for an upcoming festival.

SAVONA'S TRATTORIA, KINGSTON, NY

The Savona Family has owned restaurants in the Kingston area for over 40 years, Stephen Savona, a second generation restaurateur, recently asked me to present a five day "Excellent Service Workshop" with the energetic staff of his 90 seat restaurant. Two days with management alone and then three days with combined management and front line staff, resulted in a successful workshop with plans for continuation in the first quarter of 2012. 

A return two day visit working exclusively with the wine program. Together with both front and back of the house, we tasted through 12 of the wines on the list, matched them with a variety of dishes and discussed potential pairings, presentations and how to encourage the guests to buy. 

L'HOTEL DE CARANTEC, CARANTEC, FRANCE

While working with Chef Michel Richard in Washington this year, I had the pleasure of meeting Patrick Jeffroy, Chef/Proprietor of the Michelin-starred Hotel de Carantec in Northwest Brittany. Magnificently situated on the picturesque Bay of Morlaix, the twelve room hotel boasts one of the finest restaurants in the region. Chef Jeffroy had asked me to assess  the hotel and restaurant's service and to submit my observations in a written report. This superb setting matched with impeccable cuisine and attentive service deserves ithe many accolades it has received. I was most appreciative that Chef Jeffroy was receptive to my comments. A wonderful opportunity!

ABAMA GOLF AND SPA RESORT, (Ritz Carlton) TENERIFE, CANARY ISLANDS

Two weeks working with the food and beverage team of 10 restaurants, bars and lounges at this beautiful property flagged by Ritz-Carlton. In addition to a wine bar/tapas restaurant, there is also an Italian, Argentine, seafood, golf club, beach club and "M.B.," named for Martin Berasategui who has a three Michelin starred restaurant in Spain.  The service workshops combined front line and management with several days devoted to just the management team. Rarely have I seen a group of staff who were so enthusiastic about learning and playing together. 

"Thank you so much for the "Excellent Service Workshop" at our hotel. The feedback from our employees, managers and guidance team has been phenomenal. We have reviewed the levels of service in our outlets and have to give you full credit. With a huge thank you from Tenerife,"    Carsten Fritz, General Manager

MOURAYO AND LA TOMATE RESTAURANTS, WASHINGTON, D.C.

A two-day, intensive "Excellent Service Workshop" with the owners and management team of two, busy and established restaurants in the Morgan-Adams section of Washington. Both Greek and Italian themed, the restaurants cater to a different clientele and required a unique set of service styles. Together with owners and staff, specific service training activities were developed, helping  management to implement the knowledge gained.

HARTH RESTAURANT at the HILTON McLEAN, McLEAN VIRGINIA 

With more than 60 million dollars of renovation, the hotel is situated next to Hilton Worldwide Headquarters just outside of Washington, DC. The mission-to train the restaurant staff, a combination of veteran team members and new hires in a "farm to table" concept, the prototype for all restaurant operations moving forward. Both a practical and written exam were given to each member at the end of three workshops over a three week period.

 NEW ORLEANS HILTON RIVERSIDE, NEW ORLEANS, LA.

The return to this property in early January focused on 40 department heads and supervisors. After having worked with a relatively small group of front line team members in September, it was agreed that those in a supervisory position should follow the "Excellent Service Workshop" series in order to be delivering the same message. After 4 days, the response was unanimously encouraging. 

 MICHEL RICHARD RESTAURANT GROUP, WASHINGTON, D.C.

Having worked with Chef Michel Richard several years ago opening a "Citronelle" in Carmel, California, I was honored to be asked to train the staff at "Michel" restaurant in the Ritz-Carlton Hotel in Tyson's Corner, Virginia. A three day "Excellent Service Workshop"at this newly opened location was followed by a three-day program at the bustling "Central" in downtown D.C. This vibrant, contemporary bistro was given the James Beard Award in 2008 for the best new restaurant in the United States. 

"Eric Weiss defines hospitality, and has given our team the most comprehensive service training in an extremely engaging manner.  Entertaining and credible, his interactive presentations provide an unmatched team-building experience—he has a compellingly personal touch which inspires each member of the team to really think, and then behave with great customer care.  Eric brings world traveled experience, offering a vast and unparalleled knowledge of the industry. We were privileged to have his expertise with us and guests will be better for it." Michel Richard                            

Service Arts, during the month of September, presented an extensive Service Workshop series  with the Dickie Brennan Restaurant Group in New Orleans; Palace Cafe, Bourbon House and the Dickie Brennan Steak House. 

HILTON, WALDORF ASTORIA HOTELS AND RESORTS, U.S.A. 

2009, 2010 and 2011 have offered a diversity of projects and locations for Service Arts, Inc. With numerous Hilton hotels and resorts throughout the United States and Hawaii. "The Excellent Service Workshop" series has been presented in many forms and to many teams. Food and Beverage Managers and front line staffs have been an ongoing focus of the series, however it has also had applications with Front Desk, Spa and Housekeeping departments. Video-filming with immediate playback and critique have become a consistent component of the workshop, proving to be an invaluable asset to the program.

BANQUET UNIVERSITY, HILTON (Anaheim, Houston, Orlando, Washington, D.C.)

Service Arts spent the past Summer developing and presenting a series of "Excellent Service Workshops' specifically designed for the Banquet Operations of Hilton properties. Banquet Universities were held in four, regional locations. The objective was to bring an "a la carte" style of service to the catered event working with both management and front line staffs for this project. 

"Dear Eric, I would like to take this opportunity to express my appreciation for your support of Hilton's Banquet University.Thank you in advance for your enthusiastic participation as a speaker. We are ready to make this year game changing and could not do it without your support." 

Joe Berger, President, Hilton Americas 

THE FINCA CORTESIN, COSTA DEL SOL, SPAIN

The first quarter of 2010 started with a fascinating international "mission" at Finca Cortesin on the Costa del Sol in Spain. Because of the volcanic eruption, I was a "Prisoner of Paradise" for an additional week there. Asian-Arabic fusion cuisine, Andalusian cookery and the magnificence of the Meditteranean made this an unforgettable consulting opportunity. Several days after Mr. Weiss' visit, Finca Cortesin was voted the best non-urban hotel in Spain by Conde Nast Traveller Magazine.

PARAMOUNT HOTEL, NEW YORK CITY 

An "Excellent Service Workshop" was scheduled in June at the Paramount Hotel in New York City It was a combination of Front Desk and Reception mixed with the Food and Beverage departments. 

THE RAVENOUS PIG RESTAURANT, WINTER PARK, FLORIDA

"The Ravenous Pig" restaurant in Winter Park asked Service Arts, Inc. to present a two-day workshop to their staff. Owners Julie and James Petrakis are former students when Mr. Weiss was an instructor at the Culinary Institute of America in Hyde Park, New York. .

'THE TASTE OF MUSIC, THE SOUND OF FOOD AND WINE"TM, DELRAY BEACH, FLORIDA

"The Taste of Music, The Sound of Food and Wine" continues to thrive having made a major impact at its initial 2010 presentation in Delray Beach Florida. The entire program was filmed with a small excerpt shown on the website.Future presentations are being planned for domestic and international venues.

THE RED ONION RESTAURANT'S WINTER DINING SERIES, WOODSTOCK, NEW YORK

Additionally, Service Arts was responsible for the creation and the execution of "The Colors of the Calendar" Winter dining series at The Red Onion restaurant in Woodstock, New York.With themes, "Winter White,White Nights and Dancing with the Czars," "Sienna, Tuscany & the Living Canvas," plus "Chartreuse, Bistro and Swingtime in Paris," the long winter nights were filled with camraderie and festivity.

If you would like to see more of my background, please refer to my BIOGRAPHY.