Editorial Board   

Ms. Ellis

Maricha Ellis

VP of Marketing & Sales Operations, Stericycle Environmental Solutions

Maricha Ellis is the Vice President of Marketing and Sales Operations of Stericycle Environmental Solutions, a leading provider of environmental and regulated waste management solutions. In this role, Ms. Ellis directs the development of Stericycle Environmental Solutions product/service strategies, tactics and revenue. She provides leadership, direction and management of marketing personnel, including new business development and product management, vertical marketing, digital strategy, brand and marketing communications, public relations and events. Her responsibilities also include developing and implementing strategic marketing plans, marketing metrics and data analysis to support and drive the business. Additionally, she monitors the market and regulatory environment to identify trends, shifts and opportunities; directs internal communication to incite growth activities and directs external communication through various channels/mediums to gain positive awareness impact. Ms. Ellis brings over 15 years of global strategy, product management and marketing experience. She leverages a broad technical, commercial and business background. Prior to joining Stericycle, Ms. Ellis consulted and held leadership positions as Director of Americas Marketing for Honeywell, Director of Market and Channel Programs and Business Manager for Belden and Product Management and Sales Roles for Rexnord Industries. Ms. Ellis has had significant experience in product management including driving new product commercialization processes and comprehensive voice of customer programs. Her background also includes improvements in sales forecasting and operations, strategy planning and deployment, branding, and P&L management. During her career, she has served in various roles, such as Manufacturing Engineer, Product Design Engineer, Account Manager, Product Manager, Director of Marketing, and Americas Marketing Director. Stericycle Environmental Solutions delivers a comprehensive portfolio of environmentally responsible, flexible and cost-effective offerings to help hospitality customers with any hazardous waste management needs. Stericycle Environmental Solutions combines its proven experience with customized solutions to meet the unique needs of each hotel property. Please visit http://www.stericycleenvironmental.com/ for more information.

Ms. Ellis can be contacted at 844-836-0848 or mellis@stericycleenvironmental.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.