Editorial Board   

Ms. Donnally

Trish Donnally

Regional PR Director, Gensler

Trish Donnally is the Regional Public Relations Director for Gensler. Previously Ms. Donnally was Director of Public Relations for ForrestPerkins. She has built her career on writing about and promoting inspiring design. Following ForrestPerkins’ merger with top international architecture and design firm Perkins Eastman (no relation) on January 1, 2016, Ms. Donnally also began supporting Perkins Eastman in Communications.

Previously, Ms. Donnally was Editor in Chief of Washington Spaces, a design magazine owned by The Washington Post that she helped launch in 2004 to celebrate the work of talented architects and interior designers.

Ms. Donnally has co-authored three books on design. The first, 'The New Traditional' with Darryl Carter, one of Architectural Digest’s Top 100, Clarkson Potter / Publishers, 2008, is in its third printing. Elle Décor named her second book, 'The Collected Home', also co-authored with Darryl Carter, among the Best Design Books of Winter 2012. And she co-authored 'Ingenue to Icon' with Howard V. Kurtz, D Giles Limited, London, 2015.

As Fashion Editor of the San Francisco Chronicle, Ms. Donnally interviewed Giorgio Armani, Ralph Lauren, and Karl Lagerfeld, among others, and was honored with more than two dozen national journalism awards. She covered the runway collections in Milan, Paris, and New York for 15 years. Ms. Donnally holds a Bachelor of Science in Conservation and Resource Management from the University of Maryland.

Please visit https://www.gensler.com/ for more information.

Ms. Donnally can be contacted at 512-867-8100 or trish_donnally@gensler.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.