Editorial Board   Guest Author

Mr. Gourdie

Eric Gourdie

Strategic Revenue Director, Sceptre Hospitality Resources

With extensive revenue and channel management experience, Eric Gourdie, CRME joined the Sceptre team in December of 2002. He assists clients in evaluating the deployment of revenue management strategies and revenue analytics as well as maintaining rate integrity. His main focus is offering insight into increasing revenues through all available booking channels, as well as the full utilization of the Central Reservation System to optimize revenue and channel management. Prior to joining the team, Mr. Gourdie has worked in numerous hotel roles, such as General Manager for Marriott Courtyard and Fairfield Inn Brands in the Southeastern US, Revenue Management and Hotel Operations with Hilton Hotels in Denver, and Hotel Operations at the Walt Disney Resort in Orlando. This experience allows Mr. Gourdie to assist with the day-to-day revenue and distribution decisions needed to deliver growth. Mr. Gourdie’s expertise in the various technical systems allows clients to streamline processes and gain optimal training in using those programs to their advantage. Mr. Gourdie is a graduate of the University of Central Florida in Orlando, Florida, and has won numerous management awards from both Marriott and Hilton.

Mr. Gourdie can be contacted at 303-220-2168 or egourdie@sceptrehospitality.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.