Editorial Board   

Mr. Williams

Kevin Williams

Vice President of Distribution, TravelWorm

Kevin Williams is Vice President of Distribution for TravelWorm, the leading online provider of a consumer hotel, flight, car rental, tour reservations and show tickets at premiere casino resort and leisure destinations nationwide. In this position, he is responsible for continuing TravelWorm's reputation as one of the premier travel sites nationwide and beyond. Before joining TravelWorm, Mr. Williams, served as Vice President of Hotel Operations at One Travel and was responsible for expanding its hotel program globally. Mr. Williams brings more than 20 years of combined experience in hotel and resort operations and marketing. Mr. Williams spent 12 years with Hilton Hotels Corporation in the Nevada Gaming markets, where he oversaw hotel operations in casino resorts throughout the Nevada. Previously he served as Hotel Director for three years at Station Casinos' flagship property, Palace Station. Most recently, Mr. Williams directed the Nevada resort clients for Hotels.com during its transition from Hotel Reservations Network.

Mr. Williams can be contacted at 702-407-8000 or kwilliams@travelworm.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.