Editorial Board   Guest Author

Ms. Noble Bean

Nicki Noble Bean

Director of Marketing, The Nonantum Resort

Nicki Noble Bean, Director of Marketing for The Nonantum Resort, is passionate about destination marketing. She launched the resort's brand new mobile-responsive website this past fall, and handles all of the social media, email campaigns, advertising, PR, packages and promotions, and special event sponsorships.

Ms. Bean organized and promoted the Kennebunkport Progressive Dinner via Trolley series, in collaboration with numerous local restaurant partners. She serves on the Board of the Kennebunk-Kennebunkport-Arundel Chamber of Commerce and is Co-Chair of the Chamber's Destination Marketing & PR Committee.

Ms. Bean also serves on the Board of the Maine Beaches Association, one of the eight regional partners of the Maine Office of Tourism, which works to promote year-round visitation to the southern Maine coast from Kittery to Kennebunkport to Old Orchard Beach.

Prior to her work at the Nonantum, Ms. Bean worked in both the sales and marketing disciplines - going from group sales at the Omni Parker House Hotel in downtown Boston to marketing at the DoubleTree by Hilton Boston North Shore.

Ms. Bean served as Tourism Manager at the Greater Portsmouth, NH Chamber of Commerce, working to promote the Seacoast area as a vibrant year-round destination. There she organized and co-founded Restaurant Week Portsmouth, hosted National Geographic's Geotourism editor for a Chamber Breakfast Forum, and worked closely with a variety of regional and statewide tourism partners, serving on the Board of the New Hampshire Travel Council.

Ms. Bean graduated from Wake Forest University with a degree in English and Journalism, and began her career in the travel industry designing customized international tours for student groups at EF Educational Tours in Cambridge, MA. Her international travel experience includes London, Paris, Rome, Athens & the Greek isles, Munich, Venice, Lucerne, Vienna, Sydney & the eastern coast of Australia; Tanzania, Kenya; and more.

Please visit http://www.nonantumresort.com for more information.

Ms. Noble Bean can be contacted at 207-494-1270 or nicki@nonantumresort.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.