Editorial Board   Guest Author

Ms. De Franco

Agnes De Franco

Professor and Distinguised Chair at C.N. Hilton College, University of Houston

Agnes De Franco, Ed.D., CHE, CHAE, is a professor and distinguished chair at the C.N. Hilton College at the University of Houston. She is a recipient of teaching awards at both the college and university level; co-author of five textbooks and has published more than 90 refereed articles. Ms. De Franco conducts workshops for the Certified Hospitality Accountant Executive examination; a Certified Hospitality Educator Cadre member and is a recipient of the Dean's Award for Excellence in Applied Research, the Best Paper Award from the International Council on Hotel, Restaurant and International Education (I-CHRIE), and the HFTP-iHITA Best Research Paper Award. She earned the Distinguished Faculty Award, Distinguished Alumna Award, and Young Alumna Award from the Hilton College Alumni Association and is a recipient of the H. J. Heinz Graduate Fellowship. Ms. De Franco is active in a number of local, state and national organizations, including serving as the global president of Hospitality Financial and Technology Professionals (HFTP) from 2006-2007; member of I-CHRIE's finance and future fund committees and treasurer of I-CHRIE from 1999 to 2002. She is the past president of Phi Beta Delta and Phi Kappa Phi at the University of Houston and has eight years of central administration experience at UH working with the Texas Higher Education Coordinating Board on undergraduate issues such as persistence, graduation, general education curriculum, and college and career readiness standards. She has eight years of industry experience in food & beverage.

Please visit www.uh.edu for more information.

Ms. De Franco can be contacted at 713-743-2422 or adefranco@uh.edu

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.