Editorial Board   Guest Author

Ms. Goshow

Kristie Goshow

Vice President Marketing, Sabre Hospitality

Kristie Goshow leads Sabre Hospitality Solutions' global marketing team in all aspects of the product marketing process and brand communications. Prior to joining Sabre Hospitality Solutions, Ms. Goshow was the chief opportunity officer of Smart Thynking FZE, a distribution marketing consultancy specializing in the hospitality and travel sectors. Ms. Goshow successfully launched Dubai's first food & beverage distribution solution called ‘Table4ME', which provides hoteliers and restaurateurs with a leading, web-based table management system and customer facing booking widget for direct distribution and third party booking. Also while in Dubai, Ms. Goshow spent more than six years leading the distribution, ecommerce and innovation functions for the Jumeirah Group, a hospitality industry leader specializing in luxury hotels and resorts. With her extensive background in airline, hotel representation, agency and travel technology over the span of 18 years, Ms. Goshow is considered a thought leader in her industry. She has taken on various leadership roles in freight and cargo operations, customer relationship management, marketing and corporate sales with Virgin Atlantic and Scandinavian Airlines, as well as ecommerce and travel industry sales with Le Meridien Hotels and Pegasus Solutions. Goshow previously served on board of the Hotel Electronic Distribution Networking Association (HEDNA), held a seat on the Travolution Advisory board and performed the role of secretary for the Hospitality Sales and Marketing Association International (HSMAI) Chapter while based in the United Arab Emirates. Ms. Goshow is a published author and a regular speaker at industry conferences, seminars and events. She received her Bachelor’s degree in Travel, Tourism and Transport Management from London Metropolitan University.

Ms. Goshow can be contacted at 817-567-9792 or kristie.goshow@sabre.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.