Editorial Board   Guest Author

Ms. Zaroff

Marci Zaroff

Founder, MetaWear

Founder of MetaWear and Under the Canopy, Marci Zaroff coined the term and pioneered the market for ECOfashion®. A graduate from UC Berkeley’s Haas Business School and also Co-Founder of Beyond Brands, Good Catch Foods and The Institute for Integrative Nutrition, for over 28 years, Ms. Zaroff has been an internationally-recognized ecopreneur, expert, visionary, consultant and global public speaker of conscious business, social innovation and an organic/sustainable lifestyle. 


Over the past two decades, Ms. Zaroff has produced organic textiles and amenities for major international hotel and spa chains (Ritz Carlton, Hyatt, Wyndham, etc.). She has guided countless properties on launching sustainable lifestyle experiences and strategies and consulted on creating cohesive in-room experiences from organic food to beauty to fiber.

Currently a Director/Advisor on numerous Boards, including the Organic Trade Association, Textile Exchange, Fair Trade USA, C2C Fashion Positive, and Fashion Revolution Day, Ms. Zaroff was instrumental in defining the Global Organic Textile Standard (GOTS) and the first USA Fair Trade Textile Certification, driving authenticity, environmental leadership & social justice worldwide. 

Ms. Zaroff is featured in the book: "ECO Amazons: 20 Women Who are Transforming the World" and has received countless recognitions, such as the Natural Product Industry's "Socially Responsible Business Award", Retail Touchpoints' "Retail Innovator Award", NY Moves "Power Woman Award", Fashion Group International's "Rising Star Award” and a prestigious Henry Crown Fellowship of The Aspen Institute.


Ms. Zaroff's first book "ECOrenaissance: Co-Creating A Stylish, Sexy & Sustainable World" will be published August 2018 by Simon & Schuster and is now available for preorder on Amazon.com. 

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

Ms. Zaroff can be contacted at 561-302-2010 or marcizaroff@gmail.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.