Editorial Board   Guest Author

Ms. Reid

Gaynor Reid

Vice President Communications & CSR, Accor Asia Pacific

Gaynor Reid is Vice President Communications & CSR for Accor Asia Pacific, based in the company's Singapore regional head office. She has worked for Accor for 18 years, starting in the group's Sydney office as Media Relations Manager and moving to Asia in 2013. She oversees the group's communications strategy, corporate social responsibility (CSR) and crisis management to consistently articulate Accor's messaging to both internal and external audiences.

Prior to joining AccorHotels, Ms. Reid oversaw Communications and Community Relations for the Sydney Organising Committee for the Olympic Games (SOCOG) and managed SOCOG's Welcome the World project to prepare Australia to welcome visitors from across the world for the Olympics. With a background in journalism, she was also a reporter and editor for ten years before moving into Public Relations and Marketing. An award-winning communications professional, Ms. Reid was awarded Best Hotel PR of the Year 2013 (Hotel Management Awards), Communicator of the Year 2011 (Australian Society of Travel Writers), Best Hotel PR 2009 (HM Awards) and Best PR Member 2004 (Australian Society of Travel Writers) as well as being a multiple finalist in similar awards over the past decade.

Born in South Africa to Scottish parents and having lived in Africa, Australia, Asia and the UK, she says she was born to travel and that her job combines her passions for hotels, food and travel. Ms. Reid oversees communications for Accor's 1000+ hotels across Asia Pacific in 20 countries for brands including Raffles, Orient Express, Fairmont, Sofitel, Pullman, Novotel, Mercure and ibis. Ms. Reid also sits on the group's Executive Committee for Asia Pacific.


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

Ms. Reid can be contacted at 656-408-8864 or gaynor.reid@accor.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.