Editorial Board   Guest Author

Ms. Kretschmar-Joehnk

Corinna Kretschmar-Joehnk

Co-Managing Director, JOI-Design

Corinna Kretschmar-Joehnk is the co-managing director of JOI-Design, a leading European hospitality interior architecture and design studio based in Hamburg, Germany. Alongside business partner and husband Peter Joehnk, who founded the practice in 1984, the team brings to life luxurious hospitality destinations around the globe. Guided by the principle of translating emotions into design, and design into interiors that are rich in ambience, the studio creates places that guests won't want to leave and will return to time and again. JOI-Design shapes award-winning atmospheres for the world's top brands as well as independent properties, and has a wide-ranging portfolio of sophisticated modern destinations, grand historic establishments, vibrant restaurants, sumptuous spas, and new-build airport and business hotels. In 2014, the practice was honoured with one of the industry's highest accolades, a Gold Key Award, for their design of the Hotel-Kompetenz-Zentrum, or centre for hotel design excellence, near Munich. As a lecturer in the interior design programme at the University of Applied Science in Coburg, Germany, Ms. Kretschmar-Joehnk is committed to educating the next generation of architects and designers, and her continuing involvement with students strengthens her ability to maintain a fresh perspective on developing trends in her profession. She and Peter are also the authors of numerous reference books focused upon hospitality design, and in addition, the successful duo has recently launched Products by JOI-Design, their product design division exploring creative partnerships with furniture, lighting, carpeting and wallpaper manufacturers. Ms. Kretschmar-Joehnk is a member of the Architectural Association Hamburg and the Association of German Interior Architects. An advocate of social media, she regularly communicates with an extensive network of clients, suppliers, manufacturers, peers, colleagues and end users.

Please visit www.joi-design.com for more information.

Ms. Kretschmar-Joehnk can be contacted at 40 0 4068 9421 0 or info@joi-design.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.