Editorial Board   Guest Author

Ms. Thakkar

Nisha Thakkar

Director of Client Services, Milestone Internet Marketing

Nisha Thakkar is a Director of Client Services at Milestone Internet Marketing. In this role, she manages a team of seven SEO/Social Media Strategists that focus on the hospitality industry. She also leads the social media practice for the organization. In this capacity, she manages social media training, paid social, the content marketing team, research, development of new ideas and all strategic social media activities for the client base. Ms. Thakkar works with her team to support SEO strategies and activities for Milestone Internet Marketing clients – including website updates, email blasts, listings management, analysis, reporting, etc. Ms. Thakkar has led a social media webinar for Milestone in 2016 (which is available on the Milestone blog). She has been with Milestone since April of 2015. Prior to Milestone, she was a Director of Social & Content at Digitas, where she worked on brands including Sprint, KAO (Jergens, John Frieda, Ban and Curel), eBay and Miller Lite. Before Digitas, Ms. Thakkar was the Brand Manager at Orbitz Worldwide. She helped to oversee a brand relaunch inspiring America to “Take Vacation Back” and managed the brand marketing budget for the organization. During her time at Orbitz, social media became a tool for organizations to engage with, so she launched and managed many social channels for Orbitz and CheapTickets. When she’s not in the office, Ms. Thakkar enjoys exploring new restaurants in Chicago, spending time with family and friends and educating herself in the latest and greatest in social media. Ms. Thakkar holds a Bachelor’s Degree in Communications from Northern Illinois University and a Master’s Degree in Integrated Marketing Communications from Roosevelt University. Please visit http://www.milestoneinternet.com for more information.

Ms. Thakkar can be contacted at 408-492-9055 or nisha.t@milestoneinternet.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.