Editorial Board   Guest Author

Mr. Spurr

Jay Spurr

Market Director of Sales & Marketing, JW Marriott Austin

JW Marriott Austin welcomed Jay Spurr back to Austin as the Market Director of Sales and Marketing in spring 2017. Mr. Spurr has nearly 30 years of hospitality experience and is responsible for leading the JW Marriott Austin sales and marketing team with expanded responsibilities supporting the new Austin Marriott Downtown, set to begin construction later this year. The return to Austin is a homecoming for Mr. Spurr, who previously served as the Director of Sales and Marketing for JW Marriott Austin from 2011-2015. The very first associate hired at the JW Marriott Austin in 2011, Mr. Spurr quickly made an impact as he built and led his preopening sales team to secure over a half million group rooms prior to the hotel's opening in February of 2015. Under his leadership, the hotel was named one of the world's top 9 new business hotels by Forbes magazine and received the Marriott International Full Service Hotel Opening of the Year Award in 2015. Mr. Spurr previously held the position of Director of Sales and Marketing for the San Francisco Marriott Marquis. During his time in San Francisco, Mr. Spurr successfully led his team to achieve their targeted sales goals and two-year crossover goals for the first time in five years. A graduate of the University of South Caroline-Columbia's Hotel, Motel, and Restaurant Management program, Mr. Spurr has also served as the Director of Sales and Marketing for Chicago Marriott Downtown Magnificent Mile, Area Director of Sales for Baltimore Marriott Waterfront Baltimore Marriott Inner Harbor, and Senior Account Executive for JW Marriott Desert Ridge Resort & Spa in Phoenix, Arizona.

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

Mr. Spurr can be contacted at 512-608-4460 or jay.spurr@jwmarriottaustin.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.