Editorial Board   

Ms. Rose

Clara Rose

President & Creative Director, Creative Alliance

Clara Rose was formally educated as a pre-med student. She soon discovered however that communications suited her personality better, offering an outlet for her writing and creative side. After college Ms. Rose worked in a variety of positions ranging from web design and advertising to management and public relations. She also started freelancing for various publications and small firms, while offering employee seminars and trainings on a variety of subjects.

Ms. Rose is a professional speaker and writer who specializes in effective communication in the work place and ADA sensitivity issues; a role that allows her to engage in the creative activities she enjoys while making a difference in the world around her. It is Ms. Rose's vision to facilitate effective communication through employee education as well as strategic marketing content. Additionally she desires to be instrumental in the endeavor to grant full access for people with different abilities, to enjoy every aspect of life.

To that end, Ms. Rose offers ADA sensitivity workshops and keynote speaking. Ms. Rose also produces content for ADAFriendly.org and is editor of The FARROW Report, editor of The FARROW Connection, an Expert Author for EzineArticles.com, a contributor for the Yahoo Contributors Network, founder and producer of Good News Coffee Club, a guest blogger for several online publications and a contributing editor of the ADA Compliance board for the Hotel Business Review.

Ms. Rose can be contacted at 941-284-8640 or Clara@ClaraRose.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.