Editorial Board   Guest Author

Ms. Silletto

Cara Silletto

Founder, Crescendo Strategies

Workforce thought leader Cara Silletto, MBA, works with organizations of all sizes to reduce unnecessary employee turnover by bridging generational gaps and making managers more effective in their roles. As a Millennial herself, she knows first-hand what it is like to have a heightened sense of entitlement, very little employee loyalty and dependency upon her smartphone. However, unlike many Millennials, Ms. Silletto has figured out exactly how these attributes were cultivated during her formative years, and she now shares that story with leaders across the country, including teams at Toyota, UPS, Cintas, and Humana.

Ms. Silletto learned early in her career, from her Baby Boomer and GenX mentors, what "professionalism" meant to them, and absorbed critical information about management expectations during her first decade in the business world. She then went on to earn her Master's in Business Administration (MBA) from the top-ranked University of Louisville Entrepreneurship program, lived overseas teaching German executives about business practices in the U.S., and then started her consulting firm, Crescendo Strategies, in 2012.

Today, at age 38, she's a highly-sought-after national speaker conducting 50 to 100 engagements annually. Louisville Business First recently named her one of their 2018 Forty Under 40 young professionals. Workforce Magazine in Chicago named Ms. Silletto a "Game Changer" for her innovative approach to solving generational issues in the workplace and Recruiter.com listed her in their "Top 10 Company Culture Experts to Watch," list. She is also the author of the 2018 book, Staying Power: Why Your Employees Leave & How to Keep Them Longer.

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

Ms. Silletto can be contacted at +1 812-207-0739 or cara@crescendostrategies.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.