Editorial Board   Guest Author

Ms. McGregor

Brenda McGregor

Director of HR, Chesapeake Hospitaliy

Brenda McGregor has played an instrumental role in the Chesapeake Hospitality story for more than three decades. In her current position as the Vice President of Human Resources at Chesapeake Hospitality, Ms. McGregor is responsible for overseeing and managing all aspects of Human Resources services and support within the organization. She works closely with senior leadership to strategically cultivate a collaborative and cohesive workplace environment that reflects Chesapeake’s unique culture and supports the healthy growth and development of Chesapeake employees. McGregor provides comprehensive and timely support for and supervision of all HR field personnel and General Managers, ensuring consistent adherence to Chesapeake’s culture, policies and procedures, as well as full and complete compliance with all local and federal laws. Her work is vitally important to maintaining Chesapeake’s culture of inclusivity, entrepreneurship and accountability, helping to solidify its reputation as a place where employees are encouraged to pursue their goals, contribute their own perspectives, and achieve both personal and professional fulfillment. The Chesapeake culture is one that can be felt and experienced – enthusiastic, engaging, hospitable and genuine. The way the company conducts business is best summed up in its core values of honesty, integrity and humility. McGregor, along with the company’s entire leadership team, are highly focused on making Chesapeake a place where employees feel a sense of belonging in a caring and supportive environment, where they can be challenged and given opportunities to grow and develop their career. Ms. McGregor is a member of the Society for Human Resource Management (SHRM), and her efforts have helped Chesapeake to achieve one of the highest employee retention rates in the industry

Ms. McGregor can be contacted at

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.