Editorial Board   Guest Author

Ms. Gerhard

Janet Gerhard

Founder, Hospitality Gal, LLC

Janet Gerhard has extensive experience transforming the way organizations understand and manage the customer experience. By analyzing and strategically changing how organizations interact with their customers, she helps clients redefine their growth strategy and customer experience ecosystem to deliver bottom line results.

In addition to the hospitality sector, Ms. Gerhard consults globally with automotive, business services, healthcare, logistics, manufacturing, pharmaceutical, retail, technology and telecommunication companies.

When not focused on intentional experience design and driving customer loyalty through the business of Hospitality Gal, Ms. Gerhard puts her passion for sales to use in an active partnership as a Global Advisor with Challenger Performance Optimization, Inc., working with its diverse client base on commercial transformations.

Prior to the launch of Hospitality Gal, Ms. Gerhard led the Hospitality sector of newBrandAnalytics, a social media intelligence company named the Venture Summit Mid-Atlantic 100 Company of the Year in 2011 and Northern Virginia Council's Hottest VC Backed Company in 2012.

Ms. Gerhard spent the previous nine years with Maritz Research where she used customer lifecycle analytics to help clients capture more customer loyalty. She began her customer experience journey with The Ritz-Carlton Hotel Company. She is extremely well-traveled having visited and worked in more than 30 countries.

Ms. Gerhard launched Inquizo, a contemporary Business Solution Agency to help Fortune 500 companies and start-ups worldwide compete in today's ever changing business environment by disrupting conventional thinking, implementing innovative go to market strategies, and increasing customer loyalty. With the fundamental belief that Curiosity + Creativity = Innovation, Inquizo grows people, businesses and their customers.

Ms. Gerhard has a Bachelor of Science degree in Hotel Administration from Cornell University.

Please visit http://www.hospitality-gal.com for more information.

Ms. Gerhard can be contacted at +1 215-518-2425 or janet@hospitality-gal.com

Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.