Editorial Board   Guest Author

Ms. Sheehan

Andrea Sheehan

Principal & Art Director, Dawson Design Associates

As an interior designer and commercial artist specializing in Hospitality Design, Andrea Dawson Sheehan approaches each new assignment with the goal to create spaces that engage hotel guests both intellectually and visually. It has been her firm's mandate, that the guest experience and interaction with the hotel, be both intimate and personal.

As Principal and Art Director, she founded Dawson Design Associates in 1987. Today, with offices in Seattle and London, the firm's many creative and unique projects have won numerous national and international design awards while being widely published internationally in magazines like Vogue, Elle Decor, Wallpaper, GQ, Conde Nast, Travel and Leisure and The New York Times. Her passion has always been to open people's eyes and minds to discovering the surprise and delight of a unique and interesting visual experience. Stylish, original and often provocative, DDA projects are recognized for their creativity and originality; and proven by their success and profitability. Her notable client list includes Pebblebrook Hotels, Host International, Sunstone and LaSalle Hotels. DDA specializes in luxury and upper luxury 'Lifestyle' Brands such as Viceroy, Kimpton, W, Autograph, SBE, Curio, and Rosewood.

Ms. Sheehan attended Central Washington University where she majored in fine art and graphic design. The daughter of a professional artist, she decided early on that her future lay not in fine art itself, but in the application of the artistic design process in a commercial environment that would touch as many people as possible -- specifically the Hotel Industry.


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

Ms. Sheehan can be contacted at 206-932-3102 or andrea@dawsondesignassociates.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.