Editorial Board   Guest Author

Ms. Harrison

Babs S. Harrison

Managing Director, Babs Harrison & Partners

Babs Harrison is managing director of Phoenix-based Babs Harrison and Partners, a boutique public relations/marketing consultancy for select luxury resorts, hotels, and spas. Harrison has 25 years of experience in hospitality and has worked with leading brands in the US and internationally .

She has worked extensively with resorts in India, Bali, Tanzania, Paris and also in Arizona. A particular focus has been wellness and spas (she wrote the Mii amo spa's Journey of Taste cookbook). She also strives to walk the wellness talk and recommends likewise to all working in the field.

Before pursuing public relations and marketing for hotels and resorts, she covered food and travel for the Dallas Morning News and, earlier in her career, she was on staff at Dallas-Fort Worth Home & Garden Magazine. She also worked as director of communications at Enchantment Group in Arizona.

A hobby has long been reading top publications - Harrison recommends a minimum of a half hour daily - in the hunt for new ideas, new trends, and things to do and places to go. Her regular reading includes travel trades and also the New York Times as well as digital sites such as Well + Good. As she often insists to clients, it may be comfortable to live in a narrowly defined information bubble but that is not the road to prosperity. Think broadly and good things happen.

Don't think she ignores social media, either. She is active on Twitter (@BabsSH) - her account dates back to 2009 and she has posted over 32,000 Tweets. Nowadays she puts more energy into Instagram (@BabsSH) and Facebook and tells all her clients they need to be active on social too. It is 2019.

 


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

Ms. Harrison can be contacted at 602-334-5350 or babs.s.harrison@gmail.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.