Editorial Board   Guest Author

Mr. Lephilibert

Benjamin Lephilibert

Founder, LightBlue Environmental Consulting

Benjamin Lephilibert is the founder of LightBlue Environmental Consulting, a regional auditing, capacity building and consulting firm supporting organisations willing to improve profitability and minimize their social and environmental footprint. He started his career with Accor corporate in Asia, being responsible for the implementation of the environmental certification Green Globe in 45 Novotel properties across 9 countries in Asia. He then became an independent consultant and worked across the region with various prestigious partners from the private sector (Hilton, ClubMed,..), as well as from International Organizations (UNILO, EU, WWF).

Mr. Lephilibert has been a pioneer on the topic of Food Waste Prevention, designing and testing new solutions to an issue that was almost unheard of back to 2013. With a consortium of academics and experts, he co-developed in 2016 The PLEDGE on Food Waste, one of the most comprehensive standard to date, integrating implementation of a food waste monitoring system, online data tracking, behavioral change and revision of SOPs at critical food waste generation points. The PLEDGE got officially subsidized by the Thailand Convention and Exhibition Bureau (Thai government) in 2017.

Mr. Lephilibert is as well an international guest speaker on green hotels and food waste prevention, a guest lecturer (Thailand, Germany, USA), a judge for International Sustainability Awards and an active member of several sustainable tourism working groups (GSTC).

Mr. Lephilibert holds an MSc in Environment, Development and Tourism from King’s College London and an MA in International Relations from the Graduate Institute of International and Development Studies (Geneva).

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

Mr. Lephilibert can be contacted at 66-08-889-30399 or contact@lightblueconsulting.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.