Editorial Board   Guest Author

Ms. Stuart

Katelyn Stuart

Social Media & Public Relations Manager, Paramount Hospitality Management

Katelyn Stuart is the Social Media and Public Relations Manager for Paramount Hospitality Management Company. She is responsible for managing the social media marketing initiatives and maintaining relationships with various media outlets to maximize the exposure of PHM & their resorts; Avanti, The Point Orlando, & Floridays. She also maintains the travel blog and updates the website content for all three resorts. Her main focus is to create relevant & valuable content to attract and retain customers. Aside from her current position, Ms. Stuart is an aspiring Digital Marketing Leader who maintains her own blogging website that offers tips on Social Media Marketing & Public Relations. She also is a blog contributor to SocialHospitality.com. Ms. Stuart enjoys reading up on the latest social media buzz and teaching herself the best practices for digital marketing and PR. Ms. Stuart graduated from the University of Florida with a Bachelorís Degree from the College of Journalism and Communications.

Ms. Stuart can be contacted at 407-313-0343 or kstuart@phmemail.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.