Editorial Board   Guest Author

Ms. Tukan

Randa Tukan

Senior Vice Principal & Director of Interiors, HOK

Randa Tukan, leading the Hospitality, Retail and Residential Commercial Interiors practice at HOK Toronto, brings more than 25 years of experience in interior architecture and design, both in Canada and around the world.  Her expertise extends far beyond the world of interiors, encompassing architecture, urban planning, landscape, economics, branding and graphics. Her design vision is a fully integrated one, ensuring that the expectations of the client and the market are met and enhanced. As a director of interiors, she uses design to advance clients' branding and market positioning.

 

Ms. Tukan's client list includes many of the world's best-known hotel brands: InterContinental, Marriott, Delta, Renaissance, Shangri-La, Hyatt, and Hilton. Her projects have won numerous design awards and accolades. In 2016, the HOK Toronto interiors team, which she overseas, spearheaded the award-winning proposal, the Driftscape, which received the Radical Innovation Award. The coveted, annual award is juried by global hospitality industry influencers, leaders as well as operators and developers and selected by an audience of designers, architects and hoteliers.

Ms. Tukan holds a Master of Liberal Arts degree in Fine Arts and a Post-Graduate Certificate of Special Studies in Management and Administration, both from Harvard University, and a Bachelor of Fine Arts in Interior Design from the Maryland Institute College of Art.

She is a member of the advisory board for Humber College interior design program, a site visitor for the Council of Interior Design Accreditation (CIDA), and has taught at the Ontario College of Art. Ms. Tukan is fluent in English, French and Arabic.

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

Ms. Tukan can be contacted at 416-342-7201 or randa.tukan@hok.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.