Editorial Board   Guest Author

Mr. Peter

Tim Peter

Founder, Tim Peter & Associates

Tim Peter is an award-winning hospitality marketing executive with more than 20 years experience developing successful, cutting-edge e-commerce and digital marketing programs. Prior to founding Tim Peter & Associates, a full-service e-commerce and internet marketing consulting firm in early 2011, Mr. Peter worked with the world's largest hotel franchisor and the world's premier independent luxury hotel representation firm to help hotels and resorts across diverse segments achieve billions of dollars of online revenue.

Mr. Peter’s writings have appeared in many trade publications and his blog "Tim Peter Thinks" attracts a large following each month. He writes a regular column for Hotel News Now and is a frequent guest writer on Internet marketing and e-commerce topics. His commentary has appeared in many publications, including the New York Post, Hotel Management, and Hotel News Now. His first book is due out in 2018.

An expert in digital marketing, consumer behavior, and e-commerce strategy, Mr. Peter focuses on lessons learned from life in the trenches of digital marketing and e-commerce for some of the world's most well-known brands and how those lessons apply to your properties going forward.

An in-demand speaker, Mr. Peter has presented to global audiences in public and private events. He teaches courses in digital marketing strategy and operations for Rutgers Business School Executive Education and New York University’s School of Continuing and Professional Studies. He is also the author of the white papers “Digital Hotel Marketing in a Multiscreen World,” “When More is More: Upselling as a Sales & Marketing Tactic,” and “Engaging Online Travel Shoppers Through Integrated Marketing.” 

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

Mr. Peter can be contacted at 201-305-0055 or tim@timpeter.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.