William is passionate about service.
He is an educator who speaks and writes as an advocate for putting people first in business. He is particularly focused around two core areas of service: the hospitality and tourism industry, and student-focused education and skills for success. Being curious in multiple areas, his writing and presentations on service, the tourism industry, technology, and student success are all connected by a focus on the human experience. He advocates that businesses can flourish when they ‘humanize’, focusing on authentic connections, relationships, and engagement.
Disliking the term ‘expert’ (not to mention guru, ninja, rainmaker, etc…), he considers himself more of a ‘professional student’ of people, of service, and of business. He is passionate about sharing ideas and practices that improve human experiences, discussing emerging industry trends and his beliefs in a people-focused attitude. Whether face to face, using traditional forms of interaction or maximizing emerging social media, he is focused on humanizing business interactions and the power of human connections. He is also driven to help provide students with the practical skills and tools they need to be successful in school and their careers.
As an educator, William has worked for over 15 years with schools including Mount Saint Vincent University, Yorkville University, Lakehead University, New Brunswick Community College, and Algonquin College. He has earned multiple academic & practitioner designations, including his MBA from the University of Guelph. He has presented original research at regional, national and international conferences, facilitated workshops on service, change and creativity, and his work has been published in both academic journals and practitioner periodicals. He has also authored a textbook on the tourism industry called Snapshots: An Introduction to Tourism.
As a service professional, William draws heavily on his real-world experience in the lodging, food service and retail sectors. After working with companies including Canadian Pacific Hotels & Resorts, Starwood Hotels & Resorts, Eddie Bauer and the Canadian Tourism Human Resources Council, William became focused on examining the power of exceptional customer service and the value of human interactions. He has consulted and/or coached with partners including Forum Corporation, Irving Oil Ltd., Unilever Ltd., the Atlantic Association of Landscape Designers, and works as a mentor with Entrepreneur’s Forum in Halifax.
He holds a PhD in Management from Saint Mary’s University, a MBA in Tourism Management from the University of Guelph, a BA in English Literature from Carleton University, and a Diploma in Hotel and Restaurant Management from Algonquin College. Based on over a decade of direct experience in the tourism and services industry, he admits to being a management generalist, focused primarily in tourism and hospitality management while blending interests in the human areas of marketing, organizational behaviour, and business strategy.
William is currently an Assistant Professor in Lodging Management with the School of Hospitality, Food and Tourism at the University of Guelph.