Editorial Board   Guest Author

Ms. Lucas

Sarah Lucas

CEO & Founder, Action for Dolphins

In 2012 Sarah Lucas made a life-altering trip to Japan to volunteer as a monitor of the dolphin hunts in Taiji. This prompted her to create Action for Dolphins (AFD) with the mission of protecting dolphins from the cruelty of dolphin hunting and captivity. Action for Dolphins uses strategic litigation and legislative reform in an effort to protect cetaceans (dolphins and small whales), which do not receive any international legal protection and are killed in their thousands in inhumane hunts. In 2015 AFD took global legal action which resulted in 63 Japanese aquariums being prohibited from purchasing dolphins captured in the world's largest dolphin hunts in Taiji, Japan and this was a major contribution to the growing preservation of dolphins. In 2016, AFD launched a national campaign to abolish dolphin captivity in Australia. The campaign is spearheaded by former NSW Premier the Hon Bob Carr, and aims to introduce new legislation banning dolphin captivity in Australia. The longer-term aim of the campaign is to establish a world-first sea sanctuary in Australia where captive dolphins can be retired and injured dolphins can be rehabilitated. Prior to founding AFD Ms. Lucas worked in the communications department of the International Finance Corporation in Paris and completed a professional fellowship at the United Nations in New York. She graduated with a Master's in International Relations from the University of Cambridge in 2010. In her spare time Sarah is a freelance writer, and has contributed articles to publications such as The Australian. Ms. Lucas is passionate about animal welfare and is involved in several organizations, including Lola ya Bonobo, the world's only bonobo sanctuary in the Democratic Republic of Congo.

Please visit http//:www.afd.org.au for more information.

Ms. Lucas can be contacted at +44 7475 873 050 or sarah@afd.org.au

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.