Editorial Board   Guest Author

Ms. Cavallari

Renie Cavallari

Founder & Chief Inspirational Officer, Aspire Marketing

Renie Cavallari is an energetic trainer, strategist, speaker, author, and leader who has delivered measurable results for businesses around the world for the past 20 years. Ms. Cavallari has spent her career working with outstanding coaches to develop and share best practices in a wide range of capacities including operations, sales and marketing, new business development, product repositioning, management training/learning, asset management, and growth strategies. Ms. Cavallari is founder and Chief Inspirational Officer of Aspire, a strategic training, cultural alignment, and revenue generation company that delivers innovative solutions to businesses based on Ms. Cavallari's years of experience in brand development. From individual assets to global brands, Aspire utilizes Renie's time-tested sales approaches, training/learning techniques, strategic marketing processes, team building, and revenue optimization solutions to drive results. Aspire and Ms. Cavallari are best known for collaborating with teams to inspire success and unleash the uncharted possibilities of people and the businesses they impact. Aspire’s character includes the strength to be different, the spirit to imagine, the energy to evolve, the discipline to drive significant results, the sheer determination to make a difference, and the passion to inspire achievement. And Aspire’s revolutionary strategic marketing, cultural alignment, training, and revenue programs have impacted more than 5,000 businesses in 11 countries, helping global brands achieve breakthrough results. Please visit http://aspiremarketing.com for more information.

Ms. Cavallari can be contacted at 602-392-0700 or renie@aspiremarketing.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.