Editorial Board   Guest Author

Mr. Brownsdon

Michael Brownsdon

Associate, Capital Allowances, Savills

Michael Brownsdon MRICS ATT specializes in Capital Allowances Consultancy utilizing property and tax skills to provide professional consultancy advice to a wide range of UK institutions, property companies, private clients, property owner occupiers and tenants. His expertise involves maximizing tax relief on capital expenditure incurred on commercial properties. Mr. Brownsdon joined Savills in January 2013 in order to help the team develop relationships with non-specialist accountants and tax advisers and to utilize his alternative energy experience with the Savills Energy Team. Mr. Brownsdon is currently a full member of the Royal Institution of Chartered Surveyors, Institution of Mechanical Engineers and the Association of Taxation Technicians. Mr. Brownsdon previously worked for the specialist capital allowances firm Lovell Consulting where he completed his Master Degree in Real Estate Investment and Finance and gained membership to the Royal Institute of Chartered Surveyors and passed the Association of Taxation Technicians examinations. Prior to that Mr. Brownsdon worked in FMCG and automotive industries as a Chartered Mechanical Engineer.

Mr. Brownsdon can be contacted at 44-0-207-409-9952 or

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.