Editorial Board   Guest Author

Ms. Lucas

Sarah Lucas

CEO & Founder, Action for Dolphins

In 2012 Sarah Lucas made a life-altering trip to Japan to volunteer as a monitor of the dolphin hunts in Taiji. This prompted her to create Action for Dolphins (AFD) with the mission of protecting dolphins from the cruelty of dolphin hunting and captivity. Action for Dolphins uses strategic litigation and legislative reform in an effort to protect cetaceans (dolphins and small whales), which do not receive any international legal protection and are killed in their thousands in inhumane hunts. In 2015 AFD took global legal action which resulted in 63 Japanese aquariums being prohibited from purchasing dolphins captured in the world’s largest dolphin hunts in Taiji, Japan and this was a major contribution to the growing preservation of dolphins. In 2016, AFD launched a national campaign to abolish dolphin captivity in Australia. The campaign is spearheaded by former NSW Premier the Hon Bob Carr, and aims to introduce new legislation banning dolphin captivity in Australia. The longer-term aim of the campaign is to establish a world-first sea sanctuary in Australia where captive dolphins can be retired and injured dolphins can be rehabilitated. Prior to founding AFD Ms. Lucas worked in the communications department of the International Finance Corporation in Paris and completed a professional fellowship at the United Nations in New York. She graduated with a Master’s in International Relations from the University of Cambridge in 2010. In her spare time Sarah is a freelance writer, and has contributed articles to publications such as The Australian. Ms. Lucas is passionate about animal welfare and is involved in several organizations, including Lola ya Bonobo, the world's only bonobo sanctuary in the Democratic Republic of Congo. Please visit http//:www.afd.org.au for more information.

Ms. Lucas can be contacted at +44 7475 873 050 or sarah@afd.org.au

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.