Editorial Board   Guest Author

Ms. Hanegreefs-Snehi

Renu Hanegreefs-Snehi

VP Corp Communications, PR & Reputation Management, Carlson Rezidor Hotel Group

Renu Hanegreefs-Snehi is Vice President of Corporate Communications, PR & Reputation Management at Carlson Rezidor Hotel Group, where she leads a team of ten executives across the communications and marketing functions. She is responsible for developing and protecting the integrity of the company's corporate and consumer brands and ensuring streamlined communication of business, strategies and people across 80+ countries in Europe, the Middle East & Africa.

Ms. Hanegreefs-Snehi is also a keen advocate for corporate diversity and women in leadership, and acts as a mentor for young professionals within the company. An experienced leader, she has built her career and commercial acumen in the disciplines of branding, marketing and communications over the past 25 years. She has been with the Carlson Rezidor Hotel Group since 2001, grounded with studies in International Business Management and Business Administration.

A holistic approach to strategy and campaigns allows Ms. Hanegreefs-Snehi and her teams to deliver brand results that are commercial, compelling, credible and creative; and her drive and initiative has resulted in award winning campaigns for Carlson Rezidor Hotel Group. One of many examples is the world premiere of Radisson RED, which won Best Communication Campaign at the Worldwide Hospitality Awards, despite being launched in Belgium during difficult times following the fatal terrorist attacks in Brussels.

Furthermore, Ms. Hanegreefs-Snehi is an integral part of strategic leadership changes within the company, including launching new strategies following CEO changes in 2013 and the launch of a new Employee Value Proposition.

Ms. Hanegreefs-Snehi's influence is group wide. She is Editor-in-chief of the Carlson Rezidor Hotel Group magazine; the group-wide, multi-brand Intranet and extranet, MOMENTUM; and Employee Social Network Site for all 43,700 employees across EMEA. Ms. Hanegreefs-Snehi is also the curator of the award-winning corporate website www.rezidor.com, which was ranked Europe's Best Corporate Website on the KWD ranking

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

Ms. Hanegreefs-Snehi can be contacted at 32-2702-9241 or renu.snehi@carlsonrezidor.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.