Editorial Board   Guest Author

Ms. Maycock

Grainne Maycock

Vice President Sales, Sajan, Inc.

Gráinne Maycock is vice president, sales at Sajan, a leading global language services provider known for its top-ranked proprietary translation management system technology. Since Sajan’s inception in 1997, its globe-spanning teams of localization professionals have been creating custom solutions for a wide variety of companies in several industries, with unique specialization in the travel and hospitality arena. Ms. Maycock provides strategic sales leadership to foster increased growth for Sajan across Europe and North America, focusing on strategic business solutions for enterprise clients. She has spent 17 years working with many of the world’s largest organizations across the IT, life science, online consumer, telecommunications, manufacturing and marketing verticals. She has helped them create and implement innovative programs to optimize global content release and increase global market share and revenue for their brands through effective multilingual content programs covering websites, social media and corporate marketing content. She holds an honors degree in applied languages and intercultural studies and post-graduate qualifications in social media marketing. Ms. Maycock is passionate about global branding and reaching a global audience with optimized language content, and she believes business is global today—and that language should never be a barrier.

Ms. Maycock can be contacted at 353-1-2449-550 or gmaycock@sajan.com

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.