Editorial Board   Guest Author

Ms. Dombey

Ally Dombey

Managing Director, Revenue by Design

Ally Dombey has spent much of her career travelling the world, creating and developing marketing, distribution and revenue management strategies focused on driving profit for independent hotels, hotel groups and the tourism industry. As Managing Director of Revenue by Design, she leads a team of revenue management specialists focused on delivering business transforming revenue management and distribution solutions within the hospitality sector. Known for her ability to simplify the communication of complex business processes, Ms. Dombey is the principal author of the Revenue by Design revenue management training programs attended by over 400 hotel companies worldwide. Revenue by Design’s delivery of training, outsource revenue management services and consultancy to hundreds of hotels and accommodation providers worldwide has firmly established the company as an industry leader in the provision of revenue optimizing services. This year, Revenue by Design organised and hosted the highly successful ‘Seize Opportunity in Disruption’, a one day conference in London, providing hoteliers with unique insight into the challenges faced by disruption within revenue management and an opportunity to listen to, and discuss with, industry leaders. The 2018 conference, Revenue Manager – Data Scientist, Profit Manager or Inventory Manager?, will address factors shaping the role of revenue management in 2018, and how the role looks to evolve in the future. In addition, Ms. Dombey offers her skills to industry associations and has held board positions with HEDNA, and currently serves on the Revenue Management Committee for HOSPA, and on the advisory council for HFTP Europe. She is regularly asked to contribute to industry thought leadership discussions and is a published author writing articles for Hotels Magazine and White Papers for HEDNA and ETOA. Please visit http://www.revenuebydesign.co.uk for more information.

Ms. Dombey can be contacted at 44-0-20-7635-6810 or ally@revenuebydesign.co.uk

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.