Editorial Board   Guest Author

Ms. Fredeen

Allyson Fredeen

Communications Manager, Ritz Carlton - Denver

Allyson Fredeen has over 12 years of Public Relations and Marketing experience. She began her career as a Public Relations intern for Bloomingdale’s in downtown Chicago; she then worked for the Miami area stores as Assistant Public Relations Manager for two years where she planned and executed in-store events, worked with local media to garner publicity and was responsible for day-to-day internal and external communication activities. In 2007, Ms. Fredeen moved back to her hometown of Denver, CO where she began her hospitality career at The Ritz-Carlton, Denver in the pre-opening phase. Over the last nine years, she has spearheaded Public Relations, Marketing and Communications tactics for the hotel while also overseeing these efforts for a period of time at The Ritz-Carlton, Bachelor Gulch, the sister hotel to The Ritz-Carlton, Denver, located in the Vail Valley area. In her current position as Communications Manager, Ms. Fredeen crafts and implements communications strategies and generates ongoing publicity for The Ritz-Carlton, Denver to ensure presence through various media channels in both the local community and in regional, national and international key feeder markets. She is responsible for the strategy and execution of media plans through traditional channels, digital and social platforms and key influencers who can tell a story to their highly-engaged audiences. In her role, Ms. Fredeen also delivers on the digital strategies for the Ritz-Carlton and ELWAY’S restaurant website, OTA’s and other third party sites. She also executes against social media plans, acts as the hotels spokesperson often hosting local radio shows and making live TV appearances, oversees all photo and video shoots, and is heavily involved in various Community Footprints initiatives which is the Corporate Responsibly program of The Ritz-Carlton Hotel Company, L.L.C. Ms. Fredeen has earned the following accolades during her time with Ritz-Carlton: Award: 2016 - Five Star Leader of Q4. Award: 2015 Chairman’s Circle Achiever for Public Relations at The Ritz-Carlton Hotel Company, L.L.C. Award: 2014 Employee of the Year, by the Colorado Hotel and Lodging Association for The Ritz-Carlton, Denver Award: Ritz-Carlton, Denver: 2010 Public Relations & Marketing Hotel of the Year, Western Region, The Ritz-Carlton Hotel Company Please visit http://www.ritzcarlton.com for more information.

Ms. Fredeen can be contacted at 303-312-3826 or allyson.fredeen@ritzcarlton.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.