Editorial Board   Guest Author

Ms. Oliver-Knappe

Stacey Oliver-Knappe

Owner, The Customer Service Gurus

Stacey Oliver-Knappe is the owner and chief consultant of The Customer Service Gurus, headquartered in beautiful Orlando, Florida. During her career, she has personally trained more than 10,000 people in leadership and professional development skills, and has reached many with her customized program, The Secret to Customer Service Excellence. Ms. Oliver-Knappe has also developed customized training programs for some of the largest companies in the hospitality industry and for customer contact centers. Ms.

Oliver-Knappe began her career at Walt Disney World where for eight years she worked in a multitude of guest service roles, primarily in front office operations. Her happily ever after Disney involved developing her foundational Disney training skills as a new hire trainer, then adding to her academic knowledge plus working several positions in the learning area. Her last formal role was in learning and development management. Her last formal role was in learning and development management, leading a team of trainers for an international timeshare company

She is a self-proclaimed Training Fanatic! Ms. Oliver-Knappe's clients range from multinational corporations to small businesses and non-profits. In 2012, she started The Customer Service Gurus after devoting 15 years to developing her training expertise in corporate environments. Partnering with clients, she helps them achieve performance improvement through small actions (such as clarifying policies) and large initiatives (such as creating and implementing worldwide training programs). She is a well-praised speaker who shares her hopeful vision of customer service, hospitality, and human resources practices to her audiences.

Ms. Oliver-Knappe has a master's degree in Adult Education, focusing on training and staff development, from the University of South Florida, and has earned PHR and SHRM-CP Human Resources designations. She lives in Orlando with her husband Rolf and her two cats. As a devoted lifelong learner herself, she is currently working on improving her cooking skills; she has completed a marathon and is a feisty kickboxer.

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

Ms. Oliver-Knappe can be contacted at 407-495-0846 or stacey@thecustomerservicegurus.com

Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.