Editorial Board   Guest Author

Ms. Derviskadic

Maja Derviskadic

Social Media Manager, Hawkins International PR

As a Social Media Manager at Hawkins International PR, Maja Derviskadic spearheads influencer relations and oversees and implements integrated social media strategies agency-wide. Ms. Derviskadic also serves as the lead point person on some of the agencyís top luxury clients such as Rosewood Jumby Bay, Rosewood Little Dix Bay and Le Guanahani in St. Barth, Seabourn, Eden Roc at Cap Cana and Room Mate Hotels. From forging partnerships with cutting-edge video vendors, new startups as the exclusive beta-tester and executing innovative influencer databases, Ms. Derviskadic consistently implements creative projects to increase her clientsí digital clout. Whether itís a group influencer trip with over 5 Instagram heavyweights to document the launch of Hamilton Princessí restaurant concept by Marcus Samuelsson and securing 8 million impressions and 2,500 followers for the client or strategizing an omni-channel approach to Seabournís newest ad campaign that will differentiate YouTube, Facebook, Twitter and Instagram Ė Ms. Derviskadic understands the need to treat each platform as itsí own microcosm. Prior to joining Hawkins International, Ms. Derviskadic worked at Wagstaff Worldwide launching culinary and lifestyle brands like Barton G. in Los Angeles, garnering over 2,000 Instagram followers prior to the opening, and establishing Peruís culinary ambassadorís social media presence in conjunction with the Food & Wine Classic in Aspen. In addition, Ms. Derviskadic launched Los Angeles Food and Wine Festivalís Instagram presence in 2013, resulting in 3,000 followers in the span of 5 days, over 2 million impressions, and a featured post on Instagramís own blog, which utilized Ms. Derviskadicís event photography. Ms. Derviskadic received a double degree in economics and French from St. John's University in New York. Please visit http://www.hawkpr.com for more information.

Ms. Derviskadic can be contacted at 212-255-6541 or maja@hawkpr.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.