Editorial Board   Guest Author

Ms. Abelow

Lorraine Abelow

Founder & President, Abelow PR

Lorraine Abelow has a 30 year, award-winning, boutique travel PR firm in New York City and is at the forefront of trends affecting traditional and social media. Her career representing such blue-chip names as Four Seasons and Hilton Hotels, while also working with boutique properties across the globe as well as island destinations like St Barts.

Abelow PRís affordable hotel PR campaigns are designed to move the needle regularly gaining eye-catching feature exposure in such top outlets as The New York Times, Travel and Leisure and Conde Nast Traveler. It's the long-standing relationships the team has with high-level editors that insures coverage in A list media in every campaign. Coverage in influential blogs and social media campaigns round out Abelow PRís expertise. With a seasoned team consisting of a core group of senior and savvy public relations pros, the agency is able to jump quickly on an account, nimbly conceiving and executing an aggressive, multi-faceted campaign.

When Ms. Abelow founded her hospitality PR firm, she wanted to stay small, to maintain principal level involvement on every account on a daily basis. The team digs in and rolls up our sleeves, day-in-day out, joining yours to make marketing success for your brand.

Ms. Abelow serves as an honorary judge for the Hotels Sales and Marketing International Organization, from which she has won awards for her outstanding achievement over her illustrious career.

Please visit http://abelowpr.com/ for more information.

Ms. Abelow can be contacted at 203-226-9247 or Lorraine@AbelowPR.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.