Editorial Board   Guest Author

Ms. Friedman

Laurie Friedman

Founder & Chief Executive Officer, Strategic Business Consulting

Laurie Friedman is founder and CEO of Strategic Business Consulting, an independent consulting firm in Bethesda, Maryland. SBC provides both strategic and tactical tools to enhance leadership development and improve organization, team, and individual performance. Ms. Friedman holds a Master's Degree in Human Resources and Organization Development from The George Washington University and she is a certified Myers Briggs Type Indicator, DISC and Action Learning facilitator.

Ms. Friedman is a certified executive coach, change strategist and business consultant with over a decade of experience working with organizations to design and develop results-focused strategies to improve business results. Her clients have included senior level executives to line managers from diverse organizations including numerous non-profits.

Ms. Friedman is a results-focused business coach, trainer and facilitator with a proven track record. She is known for effectively partnering with C-level executives to improve personal effectiveness and team alignment. She incorporates a high-touch, targeted, facilitative approach to leadership development training, business coaching, change strategies, and strategic thinking. Ms. Friedman has designed, developed and delivered dozens of high impact leadership development programs from new supervisor training to creative leadership, conflict management and team-building workshops. In 2015 Ms. Friedman was awarded the Sherpa Coach of the Year award in recognition of mastery and advancement of Sherpa Coaching. (www.sherpacoaching.com).

Her work on compassionate leadership has led her to develop tools and strategies to help leaders learn to not take things personally and have a more positive attitude at work.

Please visit http://sbcstrategy.com for more information.

Ms. Friedman can be contacted at 301-320-3960 or laurie@sbcstrategy.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.