Editorial Board   Guest Author

Ms. Repass

Claire Repass

Manager of Communications, Social Tables

Claire A. Repass, CMP is the Manager of Communications at Social Tables. In this role, she is responsible for increasing brand awareness through content curation, industry relations, community partnerships and event marketing. Prior to working at Social Tables, she worked on multi-million dollar international events with a prominent lobby, and directed events and fundraising for a U.S. Congressman. Educated in event management at the University of Illinois, George Washington University & the Smithsonian Institution, Claire is a certified meeting professional (CMP) whose devotion to the hospitality industry has seen her work with NPO's, federal & local governments, political organizations, startups and corporations to develop dynamic and memorable events and campaigns. She serves as committee chair for the MPI Rocky Mountain chapter and Women In Travel (WINiT), and is actively involved in the IAEE and PCMA communities. Claire's writing has been featured in PCMA Convene, BizBash, Event Solutions, Hotel Business Review, Hotel Executive, The Special Event and MPI.

Ms. Repass can be contacted at 877-973-2863 or claire@socialtables.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.