Editorial Board   

Mr. Tsabourakis

Nicholas Tsabourakis

Founder & Managing Director, Bespoke Revenue Management

Nicholas Tsabourakis is founder and Managing Director at Bespoke Revenue Management. With over 10 years of diverse hospitality roles covering all commercial aspects, Mr. Tsabourakis founded Bespoke RM with the aim to provide a tailored solution to revenue management challenges, and help hotels to streamline their operations for maximum impact on their revenue. Bespoke RM takes a holistic approach, and is able to guide towards the creation of a total revenue management culture in any hospitality organization. Mr. Tsabourakis is an expert in Total Revenue Management with a passion in E-commerce, technology and more importantly in building commercially driven organizations. Mr. Tsabourakis started his career with Hilton in one of their busiest properties where he had the opportunity to enhance the way pricing was implemented, despite operating in the most dynamic market in Europe (Heathrow Airport, London), and led the process of successfully shifting Business Mix towards the right direction. Following his role with Hilton he joined Park Plaza where he extended his Revenue management reach beyond rooms and laid down the foundations for achieving a Total Revenue Management culture. Operating through the financial crisis of 2008 was a big challenge but hard work and forward thinking led to being one of the few hotels in London that saw an increase in a highly pressurized and declining market. After that, Mr. Tsabourakis took a bold but confident step away from the operator side of the industry and into Asset Management where he worked with a portfolio of 60 hotels with the aim to develop the procedures and mechanisms needed to identify new commercial opportunities, provide commercial analysis, drive profitability, increase top line results and returns to the Owners. In his last role with the Ascott Ltd. he was the driving force and orchestrated the creation of a Revenue management organization while he was responsible for providing strategic oversight and development of commercial strategies, working with a diverse portfolio of properties. Please visit http://www.bespokerm.com for more information.

Mr. Tsabourakis can be contacted at +66-92-235-6699 or nicholas@bespokerm.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.