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 660888930399 or contact@lightblueconsulting.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.