Editorial Board   Guest Author

Ms. Puckett

Katarina Puckett

Vice President of Marketing, Travel Tech Strategies

Vice President of Marketing for Travel Tech Strategies Katarina Puckett helps local and national hotels and travel industry companies develop an effective online presence. Enjoying a nice balance of analytical and creative thinking, Ms. Puckett finds working in the digital marketing world to be the perfect fit for her. As the Vice President of Marketing at Travel Tech Strategies, Ms. Puckett is able to work with clients to ensure their ongoing digital marketing objectives are accomplished. From assisting hotels (and the like) strategize their online marketing tactics to managing the implantation of these marketing strategies, Katarina Puckett is very hands on with her client relationships. She has worked with business strategies for over 10 years. After receiving her MBA, Ms. Puckett concentrated her career specifically on digital marketing, helping a wide array of clients improve their presence online. Working at Travel Tech Strategies has allowed Ms. Puckett to focus solely on the travel industry and understand the marketing needs of hotels and other travel companies. Travel Tech Strategies offers a full range of marketing services including branding, website design & development, content marketing, advertising, SEO, email marketing, and marketing strategy. Ms. Puckett enjoys engaging with people and building relationships; she believes it is nice to have that human element even when working in such a digital world. Her specialties include hotel marketing, search engine optimization, online PPC advertising, social media marketing, content strategy, design strategy, web analytics, business consulting, project management, brand development, and e-commerce. Please visit https://traveltechstrategies.com for more information.

Ms. Puckett can be contacted at 954-779-2801 ext 306 or Kat@traveltechstrategies.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.