Editorial Board   Guest Author

Mr. Brooke

Peter Brooke

Founder, Blue Interactive Agency

For the last 16 years Peter Brooke has been involved with a number of local and international organizations seeking his expertise in developing an online digital presence. Now a global digital professional, Mr. Brooke has experience in business development, digital media strategy, mobile strategy, online advertising, social media planning and the commercializing of digital properties.

Mr. Brooke has built a digital marketing professional services practice for Blue Interactive Agency, taking it from humble beginnings to a multi-million dollar, successful, award-winning company. Despite his strong digital background, he enjoys engaging with a variety of individuals, aware of the importance of maintaining people relationships in the business environment in order to be truly successful.

Prior to founding Blue Interactive Agency, Mr. Brooke developed online marketing strategies for Citrix Systems, Inc., MCI WorldCom and Diageo.

Mr. Brooke serves on several advisory boards for a number of local foundations and charities in Fort Lauderdale, Fla.  His specialties include online hotel marketing, data analysis, online digital strategy, project management, creative design management, search engine marketing, pay per click, search engine optimization, online marketing, direct marketing, lead generation, web marketing, natural search, paid search, Google AdWords, social media marketing (brand protection and promotion), email marketing, affiliate marketing and e-commerce.

Follow his Tweets on Twitter - https://twitter.com/peterbrooke Read his weekly blog: http://www.blueinteractiveagency.com/seo-blog/

Mr. Brooke can be contacted at 954-779-2801 or peter.brooke@speaktoblue.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.