Editorial Board   Guest Author

Ms. Viadero

Vanessa Viadero

Director of Marketing, Turnberry Isle Miami

Vanessa Viadero is a hospitality marketing executive with more than 6 years of experience in digital marketing, communications and brand strategy. Her brand roster includes Fontainebleau, three AAA Four-Diamond Restaurants: Scarpetta, Hakkasan, Gotham Steak and sbe's portfolio of hotel and restaurant brands: SLS, The Raleigh, The Redbury, The Townhouse, Bazaar by Jose Andres, Fi'lia by Michael Schwartz, Katusya, Cleo, K Ramen, The Restaurant at the Raleigh and Hyde Beach Kitchen + Cocktails.

After starting her career in Public Relations, Ms. Viadero quickly found her niche in Hospitality Marketing.

Throughout her four-year tenure at Fontainebleau Miami Beach, Ms. Viadero held various leadership positions, guiding the overall marketing strategy and overseeing two new restaurant concept launches: Michael Mina 74 and StripSteak by Michael Mina. Her digital marketing initiatives, strategic implementation of the resort's custom website and CRM platform garnered significant attention awarding her the title of Team Member of the Year in 2013.

Most recently, Ms. Viadero served as the Regional Director of Marketing for sbe's Miami Region overseeing five hotels and seven restaurant brands with a focus on the strategy and execution of their marketing and public relations initiatives aimed at driving direct revenue and increasing brand awareness.

Ms. Viadero earned a Masters' Degree from Florida International University's Chaplin School of Hospitality Management and a Bachelor of Science in International Business and Marketing from Barry University. She currently serves on Barry University's Young Alumni Committee and is an active booster to the Women's Rowing Team.


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

Ms. Viadero can be contacted at 786-279-6533 or vviadero@turnberry.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.