Editorial Board   Guest Author

Ms. Berlingeri

Deborah Berlingeri

Spa Director, ELLE Spa at Edin Roc Miami Beach

Deborah Berlinger brings a wealth of experience from many disciplines in the hospitality industry of 16 years to ELLE Spa at Edin Roc Miami Beach. Ms. Berlinger thrives on building and developing teams to passionately produce results and aggressively set themselves apart from the competition in the market. During her tenure, Ms.Berlinger has held several positions of increasing responsibility in spa, operations, events, and sales exceeding revenues and profitability for owners and companies, alike. She began her career in hospitality with Marriott International and with the most recent, BHI Group as Director of Spa for the 48,000 sq.ft. Alaya Spa in Weston FL. Ms. Berlingeri is a graduate of Georgia Southern University, where she earned her Business Administration Degree and resides in Miami.

Ms. Berlingeri can be contacted at 305-674-5585 or ellespa@destinationhotels.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.