Editorial Board   Guest Author

Mr. Lephilibert

Benjamin Lephilibert

Founder, LightBlue Environmental Consulting

Benjamin Lephilibert is the founder of LightBlue Environmental Consulting, a regional auditing, capacity building and consulting firm supporting organisations willing to improve profitability and minimize their social and environmental footprint. He started his career with Accor corporate in Asia, being responsible for the implementation of the environmental certification Green Globe in 45 Novotel properties across 9 countries in Asia. He then became an independent consultant and worked across the region with various prestigious partners from the private sector (Hilton, ClubMed,..), as well as from International Organizations (UNILO, EU, WWF).

Mr. Lephilibert has been a pioneer on the topic of Food Waste Prevention, designing and testing new solutions to an issue that was almost unheard of back to 2013. With a consortium of academics and experts, he co-developed in 2016 The PLEDGE on Food Waste, one of the most comprehensive standard to date, integrating implementation of a food waste monitoring system, online data tracking, behavioral change and revision of SOPs at critical food waste generation points. The PLEDGE got officially subsidized by the Thailand Convention and Exhibition Bureau (Thai government) in 2017.

Mr. Lephilibert is as well an international guest speaker on green hotels and food waste prevention, a guest lecturer (Thailand, Germany, USA), a judge for International Sustainability Awards and an active member of several sustainable tourism working groups (GSTC).

Mr. Lephilibert holds an MSc in Environment, Development and Tourism from King's College London and an MA in International Relations from the Graduate Institute of International and Development Studies (Geneva).

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

Mr. Lephilibert can be contacted at 66-08-889-30399 or contact@lightblueconsulting.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.