Editorial Board   Guest Author

Dr. Singh

Sheetal Singh

Alliance Partner, HVS Executive Search

Dr. Sheetal Singh is an alliance partner with HVS Executive Search, heading its Organizational Development practice. With a strong background in organizational development and executive training, Dr. Singh specializes in Leadership Development, Change Management, Executive Coaching, Executive Onboarding, Succession Planning, and Employee Wellnes.

She also specializes in Retention Strategy. An award-winning researcher, corporate trainer, and coach, Dr. Singh is a Professor of Leadership and Change Management for the OMBA program at Robert H. Smith School of Business, University of Maryland, where she achieved her Ph.D. in Organizational Behavior and Strategy. Dr. Singh has spent the last decade studying entrepreneurs, leadership, and emotional labor in hospitality firms and start-ups. Her research and organizational development work is motivated by her dedication to support individual & organizational performance and wellbeing.

She completed her undergraduate work in Commerce at Delhi University and in Hotel Administration from the Institute of Hotel Management, Delhi, India. Dr. Singh also earned a post-graduate diploma in Hotel Management from The Oberoi Centre of Learning and Development, Delhi, India.

Prior to her doctoral endeavors, Dr. Singh spent over a decade in the hotel industry working with The Oberoi Group of Hotels & Resorts and the Carlson Group in various positions. These positions ranged from rooms department to food & beverage before transitioning into training & development. Dr. Singh has appeared as a featured speaker at Cornell University’s School of Hotel Administration and continues to serve as a coach for its Leadership Development Program.

Please visit http://www.hvs.com for more information.

Dr. Singh can be contacted at 202-330-7069 or ssingh@hvs.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.