Editorial Board   Guest Author

Mr. Barrett

Johnny Barrett

Business Growth , GoSpacely

Johnny Barrett knows how to produce results by rounding-up great teams and helping them identify and achieve measurable goals. Colleagues describe him as an "out-of-the-box" type of person with creativity and integrity. He is a persuasive leader with a strong vision and excellent integration skills. He possesses the ability to quickly assess market changes and respond to competitive pressures in the industry. Mr. Barrett helps develop technologies and methodologies that are focused on how to leverage technology as a profitable part of Immersive Experiential Marketing in the Hospitality Industry. During his tenure, Mr. Barrett has worked with a wide spectrum of properties from large Las Vegas properties to boutique and independently owned hotels and resorts. Mr. Barrett describes Immersive Marketing as an all-encompassing experience where the guests guide their own experience across user-friendly technologies. Guest engagement is the key of Experiential Marketing. Mr. Barrett has identified marketing trends that focus on challenging the status-quo, where guests get engaged in a more dynamic interactive experience. This marketing practice has led to increased guest bookings through positive customer exposure. Prior to GoSpacely, Mr. Barrett enjoyed over thirty years in Sales, Marketing, and Business Development in the high technology industry. Mr. Barrett received many awards for growth and development within the Fortune 500 world. He worked with many innovative organizations, world-wide, which recognized his ability to move a concept into reality with profitable results. Mr. Barrett attributes his success to applying solid business practices market research, product development, sales, and marketing resource deployment with a high level of creativity. Mr. Barrett is often found as a public speaker sharing ideas on topics ranging from business growth to the practical application of technology in social media. He is a highly respected member of the SCORE National Marketing Committee in Washington, DC. His latest venture at GoSpacely is the development of a cutting edge immersive experience for Internet and mobile users alike. He is continually involved in understanding guest experiences and factors that drive guest engagement.

Mr. Barrett can be contacted at 303-829-7784 or Johnny@GoSpacely.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.