Editorial Board   Guest Author

Ms. Palatucci

Gio Palatucci

Director of Social Media Services, Sparkloft Media

Gio Palatucci serves as Director of Social Media Services at Sparkloft Media, a global social media agency. Sparkloft Media has specialized in social media since the inception of the medium, and continues to foster online conversations for clients around the world, through the development and implementation of strategic campaigns on all leading social platforms. At Sparkloft Media she oversees the development and optimization of the agency's core programs and services, including influencer marketing. In more than six years at Sparkloft Media, she has helped develop innovative influencer programs, advising the client services team on the execution of more than 130 influencer trips that have generated 185+ million impressions, 6.8 million engagements and earned numerous industry awards.

Ms. Palatucci's award-winning work for domestic and international tourism organizations include Brand USA (Visit The USA), South African Tourism, the German National Tourist Office, Crystal Cruises and numerous hotel brands. Her work on South African Tourism's #MeetSouthAfrica program— now in its third year—garnered an HSMAI Platinum Adrian Award.

Her experience extends nearly a decade in the travel and tourism industry, beginning at National Geographic Traveler magazine. At Traveler, Ms. Palatucci spearheaded the growth of the magazine's social media audience, managed the award-winning Intelligent Travel blog and was a producer on the successful "Where's Andrew?" Digital Nomad series.

Her early education in sense-of-place storytelling continues to frame the work Ms. Palatucci provides to her clients today. At Sparkloft we believe everything is social. Ms. Palatucci leads her clients to success at the crossroads, where social insights meet compelling narratives.

 Ms. Palatucci has a bachelor's degree from The George Washington University. She currently resides in Washington, D.C., where she leads the local Sparkloft DC team.


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

Ms. Palatucci can be contacted at 503-455-4937 or gio@sparkloftmedia.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.