Editorial Board   Guest Author

Mr. McNeill

Andy McNeill

CEO, American Meetings, Inc. (AMI)

Andy McNeill is CEO of American Meetings, Inc. (AMI), a world-wide leader in the event marketing and meeting management space. Mr. McNeill is a true veteran of the meetings and event industries, with more than 25 years of experience. His weekly blog is one of the industryís leading blogs, and was recently picked up to provide content to Meetingsnet and the Corporate Meetings Network. He is frequently interviewed for articles by journalist regarding industry trends. Developing meeting strategies is his expertise and his passion. He has assisted firms in the pharmaceutical, biotech, healthcare, consumer, sports marketing and investment banking sectors to name a few. After graduation from FSU with a degree in Marketing, Mr. McNeill began his career in the event marketing group at FSU Athletics. Soon after, he spent six years with NSG Corporation as the Senior Vice President leading the sales/marketing for the firm who produced events for 200,000+ attendees annually across the globe. Revenues exceeded 25 million annually. Mr. McNeill and the NSG team worked with the 1996 Olympic Games in Atlanta to produce portions of the Opening Ceremonies. Following NSG, he secured the role as COO at Fanizzi Associates, one of the nationís largest event pharmaceutical firms. There he managed the overall operations of the company who executed over 400 events annually for physicians and internal pharmaceutical clients. Revenues exceeded 40 million a year. In 2002, Mr. McNeill left Fanizzi Associates, and launched AMI with the vision of owning a premiere event marketing and meeting management firm. Since 2002, AMI has grown into a multi-million dollar organization producing hundreds of events annually. AMI has managed programs in 20+ industries for clients such as Novartis, Mars, Cleveland Clinic, J & J, Baxter, Pfizer and Office Depot. The completion of AMIís new state of the art, 5,000 square feet corporate facility, is a crowing accomplishment as AMI enters its decade anniversary in 2012.

Mr. McNeill can be contacted at 954-556-8864 or andy@americanmeetings.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.