Editorial Board   Guest Author

Ms. Oliver

Marlene Oliver

President, NJC Communications

Marlene Oliver, APR, is a Public Relations, Marketing Communications, and Social Media PR specialist with more than 17 years of success in developing, launching, managing and measuring campaigns for Hospitality, Travel & Tourism clients. Known for her strategic approach to communications, Ms. Oliver founded NJC Communications in 2002. Ms. Oliver’s niche-focused boutique PR and Marketing Communications company remains at the forefront of the digital realm, serving among the first Travel & Hospitality PR firms to emphasize the importance of digital PR, SEO content development, and the ever-evolving role of social media in PR and Marketing. Fluent in English and Spanish, Ms. Oliver is regularly interviewed and quoted by press internationally as media spokesperson for NJC’s clients including tour operators, hotels and resorts, vacation rental companies, vacation exchange firms, theme-parks and attractions, cruise lines, airlines, travel technology companies and travel websites. Ms. Oliver is responsible for strategic communications planning, directing the execution of projects and campaigns, managing the agency’s business development, and leading the media relations and online media directives for the company’s clients. Additionally, has served on numerous industry conference panels and has served as communications counsel to acclaimed companies including: Interval International, Louis Cruises, Coral Hospitality, Mayan Resorts, Endless Vacation Rentals by Wyndham Worldwide, Tripology, the Central Holidays Travel Group family of companies as well as many other local, national, and international businesses. Throughout her career Ms. Oliver and her work have garnered numerous awards and accolades including: MarCom Award, Travel Agent Magazine Rising Star, ARDA Gold Award for Community Relations Program, International Association of Amusement Parks and Attractions Brass Ring Award – Media Kit, International Association of Amusement Parks and Attractions Brass Ring Award – Brochure, Travel Industry Association of America, Pow Wow Daily – Media Kit, Best of Attractions. She received a Bachelor of Science degree in Mass Communications from Florida International University, and completed language and culture programs at Universidad Complutense de Madrid in Spain and Scuola Lorenzo de Medici in Florence, Italy. Ms. Oliver received her Accreditation in Public Relations in March of 2003.

Ms. Oliver can be contacted at 305-491-0512 or moliver@njccorp.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.