Editorial Board   Guest Author

Ms. White

Bronwyn White

Chief Executive Officer and Founder, My Travel Research.com

Bronwyn White is the CEO and co-founder of MyTravelResearch.com a research firm that specializes in the travel and tourism sector. She is also content manager of the industry acclaimed MyTravelResearch.com Premium membership website. The site scans and curates the most current travel research and marketing trends letting travel and tourism professionals focus energies in marketing, development or planning to make better-informed to build businesses and tourism economies. Ms. White comes with 25 years of experience in the travel and tourism industry in the areas of market research, sales and marketing. Having worked for and consulted to big and small travel and tourism companies from Qantas Airways, Tourism Australia, Emirates, Industry Associations to small regional tourism destinations, she brings an insight that only skin in the tourism game can deliver. Please visit http://www.mytravelresearch.com for more information.

Ms. White can be contacted at 61-(0) 408-225-766 or bronwyn@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.