Editorial Board   Guest Author

Ms. Taylor

Megan (Sterritt) Taylor

Marketing & Public Relations Consultant, KWE Partners

Megan (Sterritt) Taylor has spent close to 15 years involved in all aspects of high-level marketing and public relations, ranging from strategic positioning, crisis communications and creative services to managing luxury hospitality and lifestyle accounts, social media marketing, events and promotions. As the Director of Public Relations at both boutique agencies and within hotels, she's directed a wide-range of programs in the lifestyle and hospitality sectors.

Throughout her career, clients have varied from high-end furniture company Adriana Hoyos and renowned yacht brand Ferretti to high profile resorts, including Boca Raton Resort & Club (Florida), El San Juan (Puerto Rico) and Four Seasons Hotel Miami, and collections like the AAA Five Diamond Grand Velas Resorts (Mexico) and Spain's OD Hotels. Ms. Taylor has organized and executed social media initiatives, including a food bloggers camp and the first remote #TNI tweetups, featured in leading hospitality and public relations journals for their success in generating “buzz” and traffic to client websites as well as over $60,000 in direct sales.

She has received numerous distinctions in Travel + Leisure's Social Media in Travel and Tourism Industry Awards and HOTELS Magazine's Social Hotels Awards. Ms. Taylor graduated from the University of Miami's School of Communication with a double major in Public Relations and Psychology and a minor in Marketing.

After 15 years in South Florida, Ms. Taylor recently moved to Orlando where she lives with her husband and rescue dog Birdie. For fun, she likes to travel - more often than not - to somewhere she has never been before.


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

Ms. Taylor can be contacted at 786-247-4812 or sterritt@kwepr.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.