Editorial Board   Guest Author

Ms. Keyser-Squires

Julie Keyser-Squires

CEO, Softscribe Inc.

Julie Keyser-Squires is CEO of Softscribe Inc., a human oriented sales messaging corporation that helps technology companies targeting the hospitality and related markets shorten the sales cycle and find customers faster. There is a true visionary quality to Julie that energizes her work and empowers her professional clientele. Niched within a core Internet expertise of high technology communications, she seamlessly blends her expertise in public relations, content marketing, social media, and SEO. Always in alignment with her natural strengths and wellness, she is a results-oriented, relationship-driven executive who brings out the best in her team and those she serves. Knowing that healthy starts are pivotal in life, Ms. Squires' commitment to excellence and discipline finds its point of origin in classical ballet, the most methodical style of the genre, which she began studying and performing at age 4. Ballet fueled an artistic temperament and gave her a vehicle of expression through which her creativity blossomed. After college, Ms. Squires worked for the Pasadena Star News writing classified ads, theater and dance reviews and amassed an impressive written portfolio. After a turn at the Pasadena Art Center College of Design, she realized her forte was in writing and set her sights on the traditional public relations field. Since 1999, Ms. Squires has achieved extraordinary results in PR, SEO, content marketing and social media marketing. A self-proclaimed “visionary thinker” who knows her competencies, her gift of forecasting market trends and customizing programs accordingly is her great differentiator. “I can work 18 months to 3 years ahead of mainstream thought,” she claims. Ms. Squires cites Softscribe’s early deployment of keyword optimization, buyer persona marketing and social media strategies as “leading edge.” At the heart of her mission in business is a deep relationship orientation and dedication to helping her clients achieve their sales goals. Ms. Squires also embraces wellness principles and draws energy from positive, innovative people. “We have to be at our best to give our best.”

Ms. Keyser-Squires can be contacted at 404-256-5512 or julie@softscribeinc.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.