Editorial Board   Guest Author

Mr. Menekse

Mustafa Menekse

Area Director of Sales, Sage Hospitality

Mustafa Menekse serves as Sage Hospitality’s Area Director of Sales overseeing three independent downtown Denver hotels - The Crawford Hotel, The Oxford Hotel, Denver’s award-winning historic boutique hotel, and The Maven Hotel. All three hotels are located in Denver’s booming Lower Downtown district. The luxurious 112-room Crawford Hotel opened inside the renovated Denver Union Station in 2014. As Denver’s most historic hotel, the award-winning boutique Oxford Hotel is currently upgrading its 80 guest rooms. The Maven is a vibrant new hotel concept that just opened this spring featuring 172 modern guest rooms. Mr. Menekse previously served as the Area Director of Sales & Marketing overseeing four other Sage Hospitality hotels in Denver – the Courtyard Denver Downtown, the Residence Inn Denver City Center, the SpringHill Suites Denver Downtown at MSU Denver and the TownePlace Suites Denver Downtown. Originally from Turkey, Mr. Menekse worked in Information Technology after graduating from college. He moved to the United States in 2003 and began his hospitality career at the Little America Hotel & Resort in Cheyenne, Wyoming, becoming the Director of Sales & Catering in 2010. Mr. Menekse joined Sage Hospitality in 2014 as the Director of Sales & Marketing at the Holiday Inn Denver East – Stapleton. Mr. Menekse also serves on the Board of Directors and Marketing Committee for Environmental Learning for Kids, a Denver non-profit that strives to inspire urban youth through science education and outdoor experiences. Please visit http://www.sagehospitality.com for more information.

Mr. Menekse can be contacted at 303-628-5446 or mustafa.menekse@sagehospitality.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.