Editorial Board   Guest Author

Ms. Frank

Tema Frank

CEO, Frank Reactions

Tema Frank, Chief Instigator at customer experience consultancy Frank Reactions, has been pioneering online success for hotels and other businesses since 2001. She has over 30 years' experience in marketing, customer service, user experience testing and business strategy.

Ms. Franks clients have ranged from small B&Bs in France to large organizations like Expedia, Travel Alberta, Sabre Holdings, Cruise Ship Centres and the Alberta Motor Association. Using social media techniques before social media existed, Ms. Frank built an international panel of 75,000 mystery shoppers using no paid advertising. Her company's ground-breaking approach of having large numbers of prospective customers do usability testing of websites from their own computers changed the way websites are evaluated and gives clients great insight into how to increase web sales conversions.

Ms. Frank hosts the weekly Internet radio show (podcast), Frank Reactions on Customer Experience, which discusses how companies can meet (and exceed) the ever-increasing customer service expectations in our social media era. The podcast is available on iTunes, Stitcher and at her website.

Ms. Frank speaks at conferences internationally, and has taught Digital Marketing at the University of Alberta, at the Universite de Pau et des Pays de l'Adour in France, Grant MacEwan University, and in short courses for companies and government departments.

Ms. Frank's recently released second book, PeopleShock: The Path to Profits When Customers Rule, is an Amazon bestseller. Based on interviews with over 150 business leaders, the book argues that as more becomes automated, what's left for human interaction becomes even more important. Using case studies she shows how profitable customer experiences, come from improving relationships and processes for all the people involved, from suppliers to your front line to customers and beyond.

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

Ms. Frank can be contacted at 866-544-9262 or tema@frankreactions.com

Coming up in August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.