Editorial Board   Guest Author

Mr. Williamson

Mark Williamson

CEO, PHMG

Mark Williamson is CEO of PHMG, a world-leading, award-winning audio branding agency with more than 32,000 clients in 39 countries. 

Mr Williamson has been with the company since 2004, working with clients across the globe to develop their unique sound strategy. Originally Sales and Marketing Director in the UK, he draws on 20 years of experience to advice businesses in every sector on the best way to incorporate audio into their wider marketing strategy - ensuring companies sound every bit as good as they look through music composition, voice artistry and creative scriptwriting. 

Mr Williamson was integral in the company's expansion into the USA, helping to open the organization's North American headquarters in Chicago in 2016. As well as the UK and US, he has also helped build a presence for PHMG in Canada, Singapore and Australia. 

Over the last five years, Mr Williamson has been fundraising for PHMG's charitable arm, the PHMG Foundation, helping to raise almost $370,000 for almost 70 different organizations around the world. His latest activity was a gruelling 798-step tower climb, raising $5,616 for in the process.

Please visit www.phmg.com for more information.

Mr. Williamson can be contacted at 0800 408 1451 or mark.williamson@phmg.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.