Editorial Board   Guest Author

Ms. Parisi

Kelly Parisi

Solutions Development Manager, Spear One

Kelly Parisi joined Spear One, a Dallas-based meeting and incentive firm, 5 years ago. While relatively new to the industry, Ms. Parisi offers a unique perspective as a millennial voice. In her current role as Solutions Development Manager, Ms. Parisi evaluates hotel & industry trends, develops program budgets and finds the right solutions to match customer needs. Ms. Parisi also leads ideation sessions with team members to continuously improve programs and deliver 'wow' experiences for customers. Ms. Parisi also holds a key role as Marketing Manager, identifying strategies to differentiate Spear One from their competitive marketplace. With experience in website management, email marketing, event planning, content creation and social media, Ms. Parisi is responsible for delivery of a unified, positive brand impact as well as producing sales leads. She has also lead efforts in product development and quality standards development, which drives Spear One forward and ensures consistency within the organization. In addition to these roles, Ms. Parisi designed, implemented and currently manages an internal employee education & development program at Spear One. The goal of the program is to foster the mission of continuous improvement among employees. With monthly collaborative thinkstorms termed “11:11” meetings, bi-weekly trainings from internal and external speakers, a dedication to achieving industry certifications and more, employees earn over 1,600 hours of education each year. Through past positions at UnitedHealthcare and a private community planning consulting firm, Ms. Parisi is an expert at delivering detailed, comprehensive responses to RFPs for both publically-traded companies and government agencies. Ms. Parisi is a Connecticut native and a graduate of Providence College in Rhode Island. She currently holds the designation of CEP - Certified Engagement Practitioner and attends a variety of industry events to further her education & understanding of best practices. Ms. Parisi's insights are published in a variety of industry journals as well as the Spear One blog.

Please visit www.spearone.com for more information.

Ms. Parisi can be contacted at 972-661-6081 or kelly.parisi@spearone.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.