Editorial Board   Guest Author

Ms. Bailey

Cass Bailey

President & CEO, Slice Communications, LLC

Cass (Oryl) Bailey is the president and CEO of Slice Communications, an agency in Philadelphia with fully dedicated public relations and social media teams that provides clients with actionable content and data-oriented approaches. She believes that integrated public relations and social media efforts are vital to accomplishing business goals when looking to grow and expand awareness of a company. Ms. Bailey brings a wide variety of experiences to the communications strategies she develops for the firm's clients. With a background in international politics, economics, and philosophy, communications has become her passion and she has been tapped by various industry associations and the media to share her insights and experiences in the field. Before founding Slice, Ms. Bailey was a senior account executive at one of the top public relations agencies in the northeast region. She began her career at Ketchum Public Relations in Washington, DC, and has also held positions with the Honorable Mark Oaten, Member of Parliament for Winchester; the Tory Party in the United Kingdom; and New Economy Strategies. She is deeply involved with her community, serving as Chair of the Board for Tree House Books, a Literacy Center and Giving Library based in North Philadelphia that serves children and their families in building literacy skills. Additionally, Ms. Bailey is Secretary of the Board for Hopeworks ‘N Camden, as well as a member of the Red Cross Philadelphia Leadership Council and the Philadelphia’s Entrepreneur Organization. Ms. Bailey graduated from The Catholic University of America with a degree in international politics, economics and philosophy.

Ms. Bailey can be contacted at 215-600-0050 or cbailey@slicecommunications.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.