Editorial Board   Guest Author

Mr. Wolf

Erik Wolf

Executive Director, World Food Travel Association

Erik Wolf is the visionary founder of the world’s food tourism industry, and of the World Food Travel Association. He is a highly sought speaker, thought leader, strategist and consultant, in the US and abroad, on all aspects of food and drink tourism. Mr. Wolf is considered the go-to food tourism industry resource for media outlets that have included CNN, the BBC, the Wall Street Journal, Newsweek, NBC, GQ, Forbes, Huffington Post, PeterGreenberg.com, the Australian Broadcasting Corporation, Arirang Korea, Sky Media (UK) and many more. He has spearheaded projects for world-class brands that have included the Province of Alberta (Canada), American Express, Walt Disney, Marriott Hotels & Resorts, Royal Caribbean Cruise Line, just to name a few. During his tenure as Executive Director of the Association, Mr. Wolf launched several innovative products for our industry, including the annual Food Travel Monitor, including the Monitor’s PsychoCulinary profiling tool for food travelers; the Certified Culinary Travel Professional program; Business Readiness Training in Food Tourism; and Food Travel Talk TV. He is also the publisher of Have Fork Will Travel, the food tourism industry’s most comprehensive handbook. Mr. Wolf’s articles, speeches and research have been published in dozens of languages, including Chinese, Spanish, Greek, Polish, Russian, Portuguese and many more. Mr. Wolf also advises to UNESCO’s Creative Cities Network gastronomy program and the UNWTO’s Gastronomy Network. Mr. Wolf holds a B.A. in languages from the University of Virginia and an M.A. in Travel Marketing and International Communication from The American University in Washington, D.C. For Mr. Wolf, food is a way to communicate and connect with local people. A command of several languages has helped him navigate through dozens of countries. He has lived in Australia, Denmark, New Zealand, Singapore and South Africa. The more he traveled, the more he realized that many destinations have wonderful but untold stories in the form of truly unique food and beverage experiences. Mr. Wolf enjoys recommending unusual and remarkable food and beverages experiences from obscure lands. Don't ever let him loose in a grocery store in another country - you won't see him for hours. Please visit http://www.worldfoodtravel.org for more information.

Mr. Wolf can be contacted at (1) 503-213-3700 or erik@worldfoodtravel.org

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.