Editorial Board   Guest Author

Ms. Craig

Rita Barreto Craig

President, Top Tier Leadership

Rita Barreto Craig helps leaders and organizations build winning cultures, deliver results and maximize performance. She is an award-winning international consultant, author, and motivational speaker. Ms. Craig serves on a variety of boards including Vice Chair of Discover the Palm Beaches.

With a long list of impressive companies who have benefited from her talents and vast experience, Ms. Craig formed Top Tier Leadership over twenty years ago and includes satisfied clients throughout the world including China, Singapore, Mexico, Canada and Brazil. She has developed and implemented hundreds of customized strategies and presentations.

A master in the art of listening and communicating, no two clients, keynote addresses or coaching sessions are ever the same for Ms. Craig. Each is treated with a personal approach to fit the client's needs. Her ability to connect with each client to provide relevant content and measurable results consistently rewards her with top ratings from attendees around the world. Her keynote speeches are engaging and leave her audience wanting more. Her TEDx talk on the power of traditions in building engagement has been widely viewed.

Ms. Craig's goal is to continue pursuit of her passion in guiding organizations through the ups and downs of business by helping them focus on strategies that will ultimately enhance and propel growth while maximizing their corporate assets, including employees.

A not so pretty golfer, adventurous traveler and self--described "collector of hearts", Ms. Craig draws from her extensive experience as well as the strength of her loving family - ten siblings -- to help people reach their ultimate potential ---- the right way. As Ms. Craig puts it; "It's about being your personal best ---- treating everyone with respect, doing the right thing when no one is looking, striving for new heights.

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

Ms. Craig can be contacted at 561-775-3396 or toptierleadership@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.