Editorial Board   Guest Author

Mr. Miller

Greg Miller

Executive Vice President of Operations, Enchantment Group

Greg Miller is Executive Vice President of Operationsfor Enchantment Group. He oversees strategic direction, performance, and operations for the brand. As an industry innovator and trusted leader in the management of hotels, resorts, residential communities, destination spas, and golf courses, Enchantment Group oversees an impressive portfolio of award-winning properties including Enchantment Resort, Mii amo and Seven Canyons Golf Club, all located in Sedona, AZ; the Tides Inn and Golden Eagle Golf Club in Irvington, VA; and The Cove, Eleuthera, in the Bahamas. He has expertise in operating, branding, renovating, and opening distinctive properties. He recently held the position of Vice President and Area Managing Director for Destination Hotels & Two Roads Hospitality. Mr. Miller’s scope of work included overseeing property performance for over ten of the Southwest’s most recognized luxury independent hotels and resorts, owner relations, strategic direction, acquisition, and management contract opportunities. Over the course of his career, Mr. Miller has also served as the General Manager of the Royal Palms Resort & Spa, The Hermosa Inn and in various executive positions with Hyatt Hotels & Resorts in the United States and Caribbean. Mr. Miller resides in Scottsdale with his wife Celeste and is the proud father of two daughters. He is an active member of several local committees including Arizona Lodging & Tourism Association, Greater Phoenix Convention & Visitors Bureau Board of Directors, Valley Hotel & Resort Association and with the American Hotel & Lodging Association Resort Committee. Mr. Miller has also received notable recognition in the industry including being named to the Arizona Lodging & Tourism Association Hall of Fame and being awarded Hospitality Sales & Marketing Association International Hotelier of the Year. Please visit http://www.enchantmentgroup.com for more information.

Mr. Miller can be contacted at 602-819-2446 or gcea@cox.net

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.