Editorial Board   Guest Author

Ms. Childs

Carolyn Childs

Principal, Mytravelresearch.com

Carolyn Childs has spent more than 25 years’ helping businesses achieve their goals by using research and other evidence to guide strategy and planning – mainly in the aviation, travel and tourism fields. She has worked in more than 35 countries on every inhabited continent and brings a detailed understanding of customers and how to connect with them. As well as running her own businesses, Ms. Childs has worked for organizations such as the International Air Transport Association, TNS (the world’s largest custom research company) and ran the Travel Research Centre for 8 years. Her clients include blue chip names across the industry including Aer Rianta, Tourism Australia, TurEspana (Spanish national tourism organisation), Air New Zealand, Qantas and Emirates. Ms. Childs' passion is making a difference and she does this by making research accessible and business focused. With Bronwyn White, she co-created Domesticate™ (now owned by TNS) – one of the industry’s most respected sources of strategic direction for the Australian domestic tourism market. Ms. Childs set up MyTravelResearch.com with Ms. White in 2011 to help fulfill this passion by making the tools, approaches and insights accessible to everyone. Ms. Chiilds is a regular speaker at conferences and writes blogs for Sparksheet (on behalf of TNS) and MyTravelResearch.com. She has written an e-book “Same, same but different: Connecting with Consumers in Emerging Markets” She is a Full Member of the (UK) Market Research Society), contributes to the UNWTO panel of world tourism experts and is a founding board member of the TTRA Asia Pacific Chapter

Ms. Childs can be contacted at 61-0-416-213962 or carolyn@mytravelresearch.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.