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Theresa Syer

Expert in Hospitality Management and the Guest Experience

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Theresa Syer: Expert in Hospitality Management and the Guest Experience

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Theresa Syer's impressive career spans more than two decades and includes all aspects of hotel senior management. An unapologetic optimist, she inspires and empowers hospitality partners to make a personal guest experience in an effort to differentiate themselves from the competition.

A successful entrepreneur, Theresa is the founding partner of the Syer Hospitality Group Inc., leading experts in the Guest Experience. She is at the forefront and leading edge of her discipline. She is a catalyst in expanding leadership focus from the tactical issues of customer service to the much wider and strategic issue of the guest

Recognized as the ‘Master of the Guest Experience’, she not only demonstrates the criticality of emotions in the guest experience but she also provides practical means by which to stimulate positive emotions from guests. Theresa is a leading consultant that helps hospitality partners differentiates themselves through superlative customer service and in delivering their brand through their people.

She works with some of the industry’s most respected brands of hotels and resorts to perform Guest Experience Measurement and Customized Training Solutions. Her clients include; Four Seasons, Park Hyatt, Fairmont; Sheraton; Hilton; InterContinental to name a few. She works with clients to ensure they are creating a memorable guest experience for their guests that will have them coming back for more.

Theresa is also a professional speaker and proud member of both CAPS (Canadian Association of Professional Speakers) and NSA (National Speakers Association). She has been a keynote speaker at some of the industry’s leading educational conferences.

A former Director of Sales & Marketing with Sheraton Hotels, and Regional Director of Sales & Marketing for GGS Holdings Inc. (hotel management co), her honours include Sheraton Canada's Sales & Marketing Award, Sheraton’s Manager of the Year and numerous Adrian Advertising Awards from HSMAI (Hospitality Sales and Marketing Association International). In addition, she was recognized with the prestigious Greater Hamilton Economic Development Lifetime Achievement Award.

Theresa's services and powerful message invigorates teams to shake off mediocrity, master the guest experience and out shine the competition!
We’ll design and customize Keynote Presentations/Workshops to specifically meet your needs, budget and demographics. Flexibility of time and content are your call. We work closely with you to help you define and solve concerns that directly impact your organization.

Today’s executives recognize service as the most important tool a company can use to differentiate itself from the competition. They also realize the most important people in the company are those who provide service. So you must understand that ‘good service’ is no longer good enough. The term ‘customer service’ is out of date and it’s now the ‘guest experience’ that matters. It is creating a memorable event that is so unusual that the customer is compelled to tell others. Learn to ‘WOW’ your customers!

In today’s changing business world, leaders face more challenges than ever before. This workshop brings powerful personal growth, lifestyle balance and the leadership development you need to thrive in rapidly changing times. It teaches people how to open up to their own limitless potential. Learn to lead from the ‘heart’ with your experience, passion, purpose and vision. Explore how to think more effectively and how to act more decisively. People want to work in environments where expectations are clear, they feel valued, involved and where there is recognition for a job well done. You’ll inspire others to give their best and develop their natural talents while increasing their levels of performance excellence.

Now more than ever people have a desire to ‘make a difference’. It’s about creating a more fulfilling personal life while creating a more soulful workplace. It’s about quality of life, opportunity, respect and gratitude. This session will empower you to look within, think strategically and learn, ‘It’s all about me’. Only ‘I’ am responsible for finding my passion, changing my attitude and creating my success. Take the power you have within and make the choice to live your best life.

In today's competitive climate, client loyalty cannot be guaranteed. You need to continually build new relationships. Reaching customers and prospects and delivering your products and services through those relationships is the key. Learn to tap the most from your people resources. Discover the basics of networking skills; learn how to avoid the barriers, create the effective ‘elevator speech’ and how to manage the follow up.
"On behalf of the owners, I would like to thank you for coming to present the half day workshop entitled "Mastering the Guest Experience" to our front line team. A week has passed since you were here and my team members continue to rave about the workshop. The consensus from the team is that it was simply outstanding. Not only are they totally motivated to excel in their work, you have also uplifted their spirits to better their personal well being. All this in just three short hours! It is very rewarding, as owners, to see such a positive impact from your session on our team members. The motivation you brought upon them is exactly what we were looking for. What an absolutely great return on our investment!  The privilege to have you work with us is all ours."
Stefani Choy Owner Days Inn- Barrie, ON

"I am pleased to submit this letter regarding your presentation to the Event Management-Graduate Certificate Program. Your presentation "Leadership from the Heart" was most appropriate as they graduate into Hospitality Tourism.  The passion you have for this industry was reflected in your professional presentation style and I know the students greatly benefited from it. You engaged the students as you captured their participation with interactive learning, which can be challenging at times.  The presentation was a fitting conclusion to their academic year, instilling the confidence in them to become effective leaders and "leading from the heart". The feedback I received from the students was very positive. I believe some of the students may have contacted you directly after your presentation.  Thank you again, I look forward to future presentations to our students at Niagara College."
Shelley Merlo Professor/Coordinator Events Management Program Niagara College Niagara-on-the-Lake, ON

"Theresa's approach was uplifting and very well articulated, with an emphasis on differentiating ourselves from other health club providers by going above and beyond the member's expectations. Defining the importance of service excellence through professional appearance, world class language, and eye contact was discussed with both humour, and sincerity. Coaching on how to anticipate even the unspoken wishes of our members was detailed with interesting anecdotes and stories of service excellence.  Our staff gave Theresa top marks along with many very positive comments on her style and content. We are confident in recommending Ms. Syer to any of our colleagues in the hospitality industry who want to make a positive impact on their customer Service Experience, and can heartily recommend her to assist in taking employees to the next level."
Lorna Smith-Caldwell General Manager Toronto Athletic Club

"On behalf of FICP, we want to take the opportunity to thank you for your participation in the recent FICP Education Forum at the St. Regis, Monarch Beach in Dana Point, California. This exceptional program would not have been possible without your contribution. Both the planners and hospitality partners were able to learn valuable take-away items for use in their day to day work experiences, making this event so worthwhile! We value the time and effort you put in to helping create a remarkable conference. Your involvement with FICP is greatly appreciated.
Thank you again for your contributions in making the FICP Education Forum a great success an we look forward to working with you again in the future!"
Sharon Chapman, President Financial & Insurance Conference Planners

"What a WOW! Your dynamic presentation on "Creating the WOW" for customer service was perfect for our annual meeting! Your energy and creativity was just what our guests needed to see! And, the content of your presentation was applicable to all our businesses. On behalf of our attendees, we thank you.  For those that are considering your services, you are so easy to work with and made me a hero in front of my chamber members!  Best of continued success with your company. I hope our paths cross again soon!"
Dianne Dyar Executive Director Madison County Chamber of Commerce
Best Western
Association of Fundraising Professionals
Canadian Society of Association Executives
Executive Advancement Resource Network
Financial & Insurance Conference Planners
Hospitality Sales & Marketing Association International
Independent Meeting Planners Association of Canada
International Association of Administrative Professionals
Mississippi Development Authority-Governor's Conference on Tourism   
Madison County Chamber of Commerce
Mississippi Economic Development Council
Ontario Pharmacy Technicians Conference
Textile Museum of Canada
The Morgan Group
Meeting Professionals International
Festivals & Events Ontario
The Hotel Association of Canada
First Ontario Credit Union   
Humber Institute of Technology & Advanced Learning