Editorial Board   Guest Author

Mr. Hamilton

Drew Hamilton

Partner & Managing Director, Vivreau North America

Drew Hamilton is a Partner and the Managing Director of Vivreau in North America, a company focused on providing its environmentally positive water programs to leading Fortune 500 companies, hotels, conference centers and restaurants.

Vivreau develops and implements water programs that allow clients to offer their own limitless, on-site, chilled, filtered still and sparkling water in reusable glass bottles or direct from dispensers. Vivreau programs dramatically reduce the carbon footprint of conventional water offerings and support corporate commitments to environmental responsibility and employee wellness.

Since bringing Vivreau to North America in 2008, the company has actively grown across nearly all verticals that include corporate, government, education and specifically, hospitality.

Mr. Hamilton's "keep it simple, be responsible" philosophy has allowed him to develop relationships with industry leaders and has facilitated a path for Vivreau's programs into notable client spaces like the White House, Google, Microsoft, Four Seasons, Fairmont Hotels & Resorts, Marriott/Starwood, Hilton, IHG, RHG, Landry's, Brooklyn's Barclays Center and countless others. Mr. Hamilton was nominated for an Ernst & Young Entrepreneur of the Year Award in 2015 for his efforts to advance these responsible business solutions throughout the US and Canada.

Long before his days in the water industry, Mr. Hamilton cut his teeth managing complex logistics for media projects of every size, filming and working in extreme or ultra-remote areas. By overseeing ongoing, complex, logistically challenging media projects, Mr. Hamilton progressed as a Producer and Executive Producer within film and television.

Mr. Hamilton's projects have been nominated for numerous awards and he remains a member of the Academy of Canadian Cinema and Television.

Please visit https://www.vivreauwater.com for more information.

Mr. Hamilton can be contacted at 877-999-1044 or drew@vivreau.ca

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.