Editorial Board   Guest Author

Ms. Bailey

Amy Bailey

VP of Finance and HR, TSheets

Amy Bailey oversees all of the finance, human resource, legal, and facilities operations at TSheets — a time tracking and employee scheduling app that’s used by 20,000 businesses worldwide. Her key role is to make the entire enterprise run smoothly, so the TSheets team can stay hyper-focused on helping its customers journey into greatness. Before TSheets, Ms. Bailey spent eight years working in the business assurance group at Coopers & Lybrand, now better known as PricewaterhouseCoopers following its 1998 merger with Price Waterhouse. Back in the technology sector, TSheets is just one of a number of high-growth companies that Ms. Bailey has worked for during her career. She has more than 25 years of experience in the sector having worked for Microsoft, Extended Systems (a printer-sharing and data/server management system company that was acquired by Sybase), ProClarity (a business intelligence and data analysis software company that was acquired by Microsoft in 2006), and Silverback Learning Solutions (a SaaS company focused on solutions to provide individualized learning plans and interventions for students). Amy also spent 3 years consulting for Marlin Equity (a global investment firm, focusing on due diligence and operation integrations for some of its technology portfolio companies.) Based in Boise, Idaho — which is home to a thriving tech community of its own — Amy has two children and lives with her husband and an English Mastiff named Scout in a fixer-upper in Boise’s historic north end. Ms. Bailey is an original tomboy and enjoys all that the Idaho outdoors offers. She spends as much spare time as she can on a bike on a country ride or in the mountains, and cooks and bakes like a champ—the ultimate way to earn back those lost calories. Please visit http://tsheets.com for more information.

Ms. Bailey can be contacted at 888-836-2720 or amy@tsheets.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.