Editorial Board   Guest Author

Ms. Whitby

Pamela Whitby

Editor, EyeforTravel Ltd

Pamela Whitby is an independent writer, editor and researcher and is the editor for EyeforTravel Ltd. When Pamela isnít tracking the online travel industry for EyeforTravel.com, she is focused on business in Africa where she grew up. Ms. Whitby has completed editorial and/or research projects for organisations that include BBC Focus on Africa, BBC Online, the Daily Telegraph, the Observer, News Desk Media, Longitude Research, Investor's Chronicle and the European Commission. Pamela is an experienced 'generalist' and likes an entrepreneurial endeavour. Ms. Whitby has been involved in two launch publications, has ghost written blogs and co-authored a book on South African's renewable energy sector. She also researched and wrote Is Your Child Safe Online?, a guide for parents. Ms. Whitby grew up in Africa, where she retains strong connections personally and professionally, and has lived and worked in the UK, South Africa and South Korea. See her website for more details. The EyeforTravel North America 2017 Conference will be held this year in Las Vegas (USA) from October 19-20. Please visit http://eyefortravel.com for more information.

Ms. Whitby can be contacted at +44 779 189 1993 or pamela@eyefortravel.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.