Editorial Board   Guest Author

Ms. Denihan

Chrissy Denihan

Chief Comfort Officer, Affinia Hotels

Chrissy Denihan, founder Benjamin “Bud” Denihan’s granddaughter, assumed the role of Chief Comfort Officer (CCO) for Affinia Hotels in October 2011. As CCO, Ms. Denihan serves as the leader of Tender Loving Comfort (TLC), a new movement rooted in deep customer service and reading and responding to guests’ body language. Ms. Denihan, who is also brand integration manager for Affinia Hotels’ parent company Denihan Hospitality Group, joined the company in 2007. She has worked in every department from housekeeping to the front desk, and was intimately involved in the development of TLC from the beginning. As the CCO position developed, it became clear to the executive team that Ms. Denihan was a perfect fit for the job. In her new role, Ms. Denihan oversees a TLC Crew at each hotel and liaises with guests and hotel staff on everything related to comfort, including collecting guest feedback on initiatives and hotel programming. Additionally, she sources unique items to be offered brand wide, and serves as the curator of comfy content on the social networks. Her contagious smile and warm personality, paired with her hands-on experience in the hotel industry, make her popular with hotel staff. She motivates and inspires the TLC crew to find out what guests want and need, and uses that information to make their experience even more enjoyable. Ms. Denihan is a graduate of Boston College with a bachelor’s degree in human development and sociology. She volunteers with Operation Smile and is a member of the Young Alumnae Organization of Sacred Heart School in Manhattan.

Ms. Denihan can be contacted at 212-751-5710 or cdenihan@affinia.com

Coming up in March 2018...

Human Resources: Value Creation

Businesses must evolve to stay competitive and this is also true of employment positions within those organizations. In the hotel industry, for example, the role that HR professionals perform continues to broaden and expand. Today, they are generally responsible for five key areas - government compliance; payroll and benefits; employee acquisition and retention; training and development; and organizational structure and culture. In this enlarged capacity, HR professionals are no longer seen as part of an administrative cost center, but rather as a member of the leadership team that creates strategic value within their organization. HR professionals help to define company policies and plans; enact and enforce systems of accountability; and utilize definable metrics to measure and justify outcomes. Of course, there are always new issues for HR professionals to address. Though seemingly safe for the moment, will the Affordable Care Act ultimately be repealed and replaced and, if so, what will the ramifications be? There are issues pertaining to Millennials in the workforce and women in leadership roles, as well as determining the appropriate use of social media within the organization. There are new onboarding processes and e-learning training platforms to evaluate, in addition to keeping abreast of political issues like the minimum wage hike movement, or the re-evaluation of overtime rules. Finally, there are genuine immigration and deportation issues that affect HR professionals, especially if they are located in Dreamer Cities, or employ a workforce that could be adversely impacted by federal government policies. The March Hotel Business Review will take a look at some of the issues, strategies and techniques that HR professionals are employing to create and sustain value in their organization.