Editorial Board   Guest Author

Ms. Adair

Nicole Adair

Area Director of Revenue Management, SHR

Nicole Adair joined SHR in 2015 after working in corporate revenue management for a diverse portfolio of hotels across the mainland United States and Hawaii. As a Certified Revenue Management Executive, she has extensive experience in directing connectivity and channel interfacing initiatives for multiple CRS, PMS, and channel management platforms. Her effective room inventory and channel management strategies have resulted in double-digit revenue growth and positive RevPAR index percent change across a large portfolio of properties. Ms. Adair has widespread experience working with several independent properties and brands in varying markets from urban hotels to beach resorts, and she draws on this experience when directing revenue strategy initiatives for SHR clients. Ms. Adair holds a Bachelor of Arts in Russian and is currently pursuing her Master of Science in Hospitality Management. Please visit www.shr.global for more information.

Ms. Adair can be contacted at 800-252-0533 or nadair@shr.global

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.