Editorial Board   Guest Author

Ms. Dunphy

Jennifer Dunphy

Vice President of Sales & Marketing, Vayu Media

An accomplished sales and marketing executive, Jennifer Dunphy is currently vice president of sales and marketing at Vayu Media, a strategic Internet marketing solutions agency. As a member of the founding executive team and company principal, Ms. Dunphy has successfully leveraged her expertise in SEO, online and mobile marketing, and social media marketing solutions to establish a strong re-seller network of advertising agencies, marketing organizations and PR firms to drive significant new business growth. Recognized for exceptional ability to attract, develop and retain high-performing personnel, Ms. Dunphy has played a key role in building the company’s internal talent pool At Vayu, which is based in Atlanta with four offices in the U.S. and South America, she oversees the firm’s South American operations, and directly manages select strategic marketing campaigns for both domestic and international clients. A sought-after subject-matter expert, Ms. Dunphy has been interviewed and quoted by FOX5, CBS, All Business, The Examiner, Univision, TAG Tech Talk Radio, Atlanta Business Radio and International Living. She has presented on SEO, social media and reputation management at numerous digital marketing conferences and forums, including the 2011 Digital Summit in Atlanta, the 2011 Women in the Spotlight Symposium, the Business Boot Camp for Women and SoCon 2012. Additionally, Ms. Dunphy has presented to the Atlanta Chamber of Commerce, Atlanta Bar Association, E-Marketing Association and conference, and the Buckhead Club. Ms. Dunphy has contributed content to Visibility Magazine, EConsultancy, Womenetics and The Little Pink Book, and she was quoted in the book Fast Track Networking: Turning Conversations Into Contacts. Ms. Dunphy has been nominated for the Atlanta Chamber of Commerce’s Entrepreneur of the Year Award for four consecutive years, The Atlanta Business Chronicle’s Atlanta Business Leaders 40 Under 40 Award, and the Technology Association of Georgia’s TAG Marketing Award. In addition, she was selected to participate in LEAD Atlanta, an intensive eight-month leadership development and community education program. Ms. Dunphy serves as the Marketing Chair for the TAG FinTech Board and the TAG Social Business Society and is a committee member of the Buckhead Club’s membership and women’s network committees. Previously, she was a member of the Venture Atlanta Volunteer Committee. An active volunteer for Himalayan Children’s Charities, Ms. Dunphy has also been instrumental in launching a charity in South America in the country of Columbia that will offer structured sports and college prep education to children from low-income families. Born in Minnesota, Ms. Dunphy currently resides in Georgia where she earned her bachelor of science degree from Georgia State in 2005. A world traveler, she is fluent in English and Spanish, and is conversational in Polish.

Ms. Dunphy can be contacted at 404-547-0949 or jdunphy@vayumedia.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.