Editorial Board   Guest Author

Mr. Aldridge

Gabe Aldridge

Founding Member, The SUPERGROUP

Gabe Aldridge is an interactive visionary, futurist, entertainer, and co-founder of The SUPERGROUP, an award winning agency that specializes in using technology to draw an audience and generate buzz - something they call interactive attractions. Clients include Disney, Coca-Cola, Johnson & Johnson, Kimberly-Clark, The Weather Channel, and the U.S. State Department. Mr. Aldridge’s career began in 1994 in the enhanced CD and high-end multi-media software spaces. A video and technology aficionado, Mr. Aldridge designed projects for musicians and bands such as Chris Cornell, Sonic Youth, No Doubt, Blues Traveler and Weezer. While his work early on in his career forced him to be behind the camera, in a studio, or at a computer, his responsibilities with The SUPERGROUP are much less isolating. Considered "the face" of The SUPERGROUP, Mr. Aldridge not only oversees the agency’s design department, but also spearheads the company’s business development initiatives. Drawing on his diverse interests, design capabilities, business sense, and knowledge of the web, he is responsible for making sure potential clients become long-standing SUPERGROUP friends. Mr. Aldridge and The SUPERGROUP have been featured in The Wall Street Journal, The New York Times, Entrepreneur, the Atlanta Journal & Constitution, MSNBC.com, The Modesto Bee, The Atlantan, Communication Arts, Adweek, Promo Magazine, and HOW Magazine. Twitter: twitter.com/themonolith LinkedIn: linkedin.com/in/gabealdridge About The SUPERGROUP (www.theSUPERGROUP.com) – The SUPERGROUP can best be defined as talented creators of interactive attractions. While not limited to, the agency specializes in creatively executed digital, social media, web development, SEO, viral marketing, and events solutions. Founded in 2002, TSG has become a recognized leader in the creative industry, and one of Atlanta’s most unique and talked about design firms. An interdisciplinary creative agency, their creations have been experienced by tens of millions of people. Clients include Disney, Kimberly Clarke, The U.S. State Department, The Weather Channel, AOL / Time Warner, Coca-Cola, and Johnson & Johnson.

Mr. Aldridge can be contacted at 404-835-6922 or gabe.aldridge@thesupergroup.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.