Editorial Board   Guest Author

Mr. Mumford

Chris Mumford

Managing Director, AETHOS Consulting Group

Chris Mumford has over twenty years of hospitality-related executive search and human capital consulting experience globally. Having studied and worked in the UK, Germany and Japan, he opened the US office of a London-based hotel recruitment firm in the late 90's.

In 2002, Mr. Mumford joined a leading global executive search firm and returned to his native UK to establish the EMEA practice. In 2013, he co-founded AETHOS, and today remains particularly active in the Asia, Europe, and Middle East regions advising hospitality organizations on compensation, leadership and organizational issues while also facilitating senior executive appointments. Mr. Mumford is a frequent author and invited speaker on human capital topics affecting the hospitality sector.

The greatest lesson travel has given Mr. Mumford is that there is no one absolute right way to do something - people the world over come up with different solutions to universal problems. A forerunner in business globalisation, the hospitality sector is faced with cross-market, cross-cultural challenges on a daily basis. The satisfaction he takes from his work at AETHOS Consulting Group not only comes from helping clients prepare and execute their human capital strategy across markets, old and new, but also from the personal impact - whether it be recruiting someone from Bangkok into a role in Madrid; designing an executive incentive plan in Saudi Arabia; or conducting a psychometric assessment in Cape Town.

AETHOS Consulting Group is a global hospitality advisory firm serving the hotel, restaurant, casino, cruise line, club and travel technology sectors. Core competencies include executive search, compensation consulting, organizational development and psychometric assessments. Through strategic joint-ventures, AETHOS further assists its clients in gaining access to expert advice and specialist services in the area of logistics and supply chain management as well as insurance solutions.

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

Mr. Mumford can be contacted at +44 797-697-2448 or cmumford@aethoscg.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.