Editorial Board   

Ms. Utley

Teri Utley

Senior Account Manager, Range Online Media

Teri Utley is Senior Account Manager for Range Online Media, a leading search and interactive marketing agency that delivers measurable success through comprehensive, online marketing services, including paid search marketing, search engine optimization (SEO), online media placement and social media, strategic planning, performance optimization and more. Having worked with travel and hospitality clients over the last seven years, Ms. Utley has had the opportunity to participate and lead strategy in both search and media campaigns on a national level. Her focus is dedicated to providing personalized attention to clients that will maximize profits, provide industry insights and provide strategic planning to improve overall performance and profitability. Ms. Utley has extensive performance marketing knowledge in both direct and OTA channel strategy. Using her vertical research, technology integration and custom reporting tactics Ms. Utley has driven success for such clients as Travelocity and Accor North America. Teri is a graduate of the University of Texas-Arlington with a B.A. in Marketing.

Ms. Utley can be contacted at 817-509-0350 or teri.utley@rangeonlinemedia.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.