Editorial Board   Guest Author

Ms. Donnally

Trish Donnally

Public Relations Manager, Perkins Eastman

Trish Donnally is the Public Relations Manager for Perkins Eastman. She has built her career on writing about and promoting inspiring design. Previously, Ms. Donnally was Regional Public Relations Director for Gensler and Director of Public Relations for ForrestPerkins.

Earlier in her career, Ms. Donnally was Editor in Chief of Washington Spaces, a design magazine owned by The Washington Post that she helped launch in 2004 to celebrate the work of talented architects and interior designers. Ms. Donnally has co-authored three books on design. The first, The New Traditional with Darryl Carter, one of Architectural Digest's Top 100, Clarkson Potter / Publishers, 2008, is in its third printing. Elle Decor named her second book, The Collected Home, also co-authored with Darryl Carter, among the Best Design Books of Winter 2012. And she co-authored Ingenue to Icon with Howard V. Kurtz, D Giles Limited, London, 2015.

Prior to that, Ms. Donnally was Fashion Editor of the San Francisco Chronicle, where she interviewed Giorgio Armani, Ralph Lauren, and Karl Lagerfeld, among others, and was honored with more than two dozen national journalism awards. She covered the runway collections in Milan, Paris, and New York for 15 years. Ms. Donnally holds a Bachelor of Science in Conservation and Resource Management from the University of Maryland.

Please visit https://www.perkinseastman.com for more information.

Ms. Donnally can be contacted at +1 202-239-4588 or t.donnally@perkinseastman.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.