Editorial Board   Guest Author

Ms. Bromberg

Becky Bromberg

Vice President, Assistant General Counsel, Maritz Holdings

Becky Bromberg, vice president and associate general counsel for Maritz LLC, serves as the primary counselor for Maritz Travel Company. Ms. Bromberg strives to produce understandable contracts that abide by the “rule world” but also have a “real world” perspective. Over the past eight years, she's helped Maritz teams to navigate contracts while presenting risk management and contract process trainings. Currently, Ms. Bromberg focuses on contract standardization and streamlining the client contracting documentation process throughout the lifecycle of a client's relationship with Maritz. On a day-to-day basis, she helps develop and negotiate individual client and third party client supplier master agreements, supplier template agreements and individual independent contractor agreements. Additionally, she helps with mergers and/or acquisitions and building and negotiating supplier agreements and air charter contracts. Ms. Bromberg graduated from University of Missouri-Columbia with a Bachelor of Science in Business with an emphasis in Finance, and earned her Juris Doctorate from University of Missouri-Columbia Law School. She's currently a member of the Academy of Hospitality Industry Attorneys, Big Brothers Big Sisters of Eastern Missouri, and the Association of Corporate Counsel.

Please visit www.martiz.com for more information.

Ms. Bromberg can be contacted at 636-827-4154 or becky.bromberg@maritz.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.