Editorial Board   Guest Author

Ms. Mockus

Eileen Mockus

CEO, Coyuchi

Eileen Mockus is Chief Executive Officer of Coyuchi, Inc., makers of organic and natural bedding, bath linens, sleepwear, table linens and other home textiles. A natural lifestyle pioneer, Coyuchi was founded more than 20 years ago in the California coastal village of Point Reyes Station. Today, Coyuchi is a rapidly emerging home textile brand with national recognition in the media and a retail internet presence growing at over 60% per year---testimony to an enthusiastic and devoted national customer following. Before joining Coyuchi as Vice President of Product Development in 2011. Ms. Mockus gained practical, technical and entrepreneurial experience working in textile production, sourcing and materials testing for such iconic brands as North Face, Patagonia and Pottery Barn Kids. Developing a passion for textiles in her youth, Ms. Mockus holds a Bachelor of Science in Textile and Clothing from the University of California, Davis, where she graduated with college and department honors. She subsequently earned a Masters of Science in Business Administration with an emphasis on Small Business and Entrepreneurship at San Francisco State University. Ms. Mockus is steadfastly committed to the values of the Coyuchi brand, as expressed by the quality, touch and reverent sourcing of all the company’s products. Under her leadership, Coyuchi’s cotton products have secured certification to the Global Organic Textile Standard, the world’s leading textile processing standard for organic fibers, and the launch of furniture and table linen categories. Ms. Mockus has lived in the San Francisco Bay Area for many years with her husband, two children and three cats.

Ms. Mockus can be contacted at 888-418-8847 or emockus@coyuchi.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.