Editorial Board   Guest Author

Ms. Collins

Jackie Collins

Senior Director Real Estate & Hospitality Division, Arthur J. Gallagher

Jackie Collins is the Senior Director of Arthur J. Gallagher's Real Estate and Hospitality division. Her office is located in the Houston, TX. This office is the hub of Gallagher's Hospitality group and services more than $125,000,000 in annual Hospitality premiums.

She began her career in the Insurance industry in 1990 at Ross & Yerger, Inc. She joined Arthur J. Gallagher & Co. in 2003 in an effort to provide her clients additional resources and more comprehensive service through Gallagher's global network.

As a licensed property & casualty broker, her primary duties include the production, management and marketing of accounts associated with the Real Estate and Hospitality industries. She specializes in designing risk management programs by way of traditional insurance mechanisms as well as alternative risk transfer options. She has in depth knowledge of designing layered property programs for mid to large size companies. Her passion is providing outstanding service and a high level of expertise to clients in the Hospitality industry especially in high hazard areas.

Ms. Collins has earned the following designations: Certified Insurance Counselor, Certified Risk Manager and Certified Professional Insurance Woman designations. Her most prized honor is being named Power Broker in 2015 by Risk & Insurance.

Ms. Collins is very active in the Hospitality industry. She participates in a number of Hotel Business Roundtables and industry conferences such as the Hospitality Lodging Conference, the American Lodging Investment Summit, Meet the Money Conference, the Hospitality Law Conference, California Lodging Investment Conference and others.


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

Ms. Collins can be contacted at 713-623-2330 or jackie_collins@ajg.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.