Editorial Board   Guest Author

Mr. Weiler

Scott Weiler

Vice President of Marketing & Communications, Sonesta International Hotels Corporation

Scott Weiler joined Sonesta International Hotels Corporation in December, 2013 as Vice President of Marketing & Communications for Sonesta Hotels. He is responsible for managing brand development, advertising, ecommerce, Sonesta Travel Pass guest loyalty program, research and public relations for the companyís growing collection of global brands with more than 60 properties in seven countries, including Royal Sonesta, Sonesta Hotels & Resorts, Sonesta ES Suites, Sonesta Posadas Del Inca, and Sonesta Cruise Collection, all focused on a corporate dedication to delivering a guest experience that provides more than just a place to stay. Mr. Weiler has more than 25 years of experience, and has been consistently focused on engaging customers through innovative and highly relevant marketing programs in the retail and travel industries. His marketing roots are in 1-to-1 marketing, and he has overseen more than 20 million customer and guest relationships over his career. Prior to joining Sonesta, Mr. Weiler was Senior Vice President of Marketing for Vantage Deluxe Travel, where he was responsible for marketing to past and prospective travelers, database and business intelligence and creative process and PR. He has also served as a strategic marketing consultant for Lindblad Expeditions where he evaluated the marketing model and developed specific growth opportunities. His extensive marketing career also includes senior leadership roles with Eddie Bauer, Spiegel, Bluestem Brands and Target. He is a founding member of the Marketing Leadership Council and an active member of the American Marketing Association. Mr. Weiler graduated from the University of Illinois with a Bachelorís degree in Economics and Psychology. Please visit http://www.sonesta.com for more information.

Mr. Weiler can be contacted at 617-421-5400 or sweiler@sonesta.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.