Editorial Board   Guest Author

Ms. Berezina

Katerina Berezina

Assistant Professor/ College of Hospitality and Technology Leadership, University of South Florida Sarasota-Manatee

Dr. Katerina Berezina is an Assistant Professor in the College of Hospitality and Technology Leadership (CHTL) at the University of South Florida Sarasota-Manatee (USFSM). She received her Ph.D. in Health and Human Performance with concentration in Recreation, Parks, and Tourism at the University of Florida in August 2014. Dr. Berezina also holds her undergraduate degree in Hospitality and Tourism from Penza State University, Russia, and a Master of Science degree in Hospitality Information Management from the University of Delaware. Her industry experience includes working in travel agencies and hotels in Russia and the United States. Dr. Berezina’s research interests are in the areas of information technology in hospitality and tourism, electronic distribution, and revenue management. Her articles have been published in the International Journal of Contemporary Hospitality Management, the Journal of Hospitality and Tourism Technology, the Journal of Quality Assurance in Hospitality and other reputable hospitality and tourism journals. Dr. Berezina is also a coordinator of two university programs that integrate real-life hotel software into the hospitality curriculum: innRoad University Program and M3 Link University Program. Dr. Berezina is a Certified Hospitality Technology Professional (CHTP) commissioned by HFTP and American Hotel and Lodging Educational Institute (AH&LEI). She also holds a Certified Revenue Management Executive (CRME) certification commissioned by Hospitality Sales and Marketing Association International (HSMAI). Dr. Berezina is also an active member of professional and academic hospitality associations. Currently, she serves on the Board of the international Hospitality Information Technology Association (iHITA) as a Secretary, and as an Assistant Editor for the Journal of Hospitality and Tourism Technology (JHTT).

Ms. Berezina can be contacted at 941-359-4320 or katerina@katerinaberezina.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.