Editorial Board   Guest Author

Ms. Leme

Christina Leme

Senior Digital Media Strategist, HEBS Digital

Christina Leme is a Senior Digital Media Strategist at HEBS Digital. With an extensive background in hospitality marketing, at both digital and public relations agencies serving some of the biggest names in the industry, Ms. Leme specializes in digital strategy, social media marketing, and online advertising. From social media platform management to strategy development, advertising campaigns, influencer marketing activations, and photo shoot production, Ms. Leme has paved the way to digital success for brands such as Viceroy Hotel Group, Virgin Hotels, and many more.

In her position on the Digital Media & Creative Strategy team at HEBS Digital, Ms. Leme works on multi-channel campaigns, social media strategy, social media advertising initiatives, meta search campaigns in Google Hotel Ads, and developing social media analytics, insights, and reporting. Prior to joining HEBS Digital, Ms. Leme was the Social Media Manager at a boutique public relations firm in New York, which specializes in luxury hospitality and lifestyle brands. Though she mostly worked on luxury hotels, Ms. Leme also worked on a handful of different clients in travel and lifestyle, including a cruise ship brand, a gourmet chocolate brand, a personal stylist, and a tourism board.

Ms. Leme started her career in hospitality marketing at a boutique digital agency where she cut her teeth on all things digital, from community management to copywriting and content production, even assisting with new business development. Ms. Leme received her Bachelor's degree in Psychology with a clinical concentration at Boston College.


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

Ms. Leme can be contacted at 212-782-3325 or christina.leme@hebsdigital.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.