Editorial Board   Guest Author

Ms. Brown

Nancy Brown

PhD Candidate, Joint Centre for Disaster Research

Nancy Brown has a decade of experience working in hotels in the USA and the Caribbean. Originally from Southern California, she earned a Master of Science degree at California State University, Long Beach in Emergency Services Administration and graduated Summa Cum Laude.

Ms. Brown leveraged this education to develop best practices and training programs while working as the Emergency Preparedness Coordinator for The Hotels at the Disneyland Resort® in Anaheim, California. In pursuit of excellence and empirical knowledge, she moved to New Zealand and is currently in the final stage of completing her PhD in Emergency Management at Massey University, Wellington, New Zealand.

Ms. Brown brings the practical experience of working in a number of multi-national hotel chains to her academic studies of disaster resilience within the hotel sector.

Over the last three years Ms. Brown has worked full time developing the Disaster Resilience Framework for Hotels (DRFH) which describes factors of resilience that hotels can leverage to build resilience. This interdisciplinary study combines the relatively new disaster science field with hospitality industry studies and organizational resilience studies. Hotels in New Zealand participated in providing data for testing the DRFH.

Ms. Brown's work has been published in a number of academic journals, including the International Journal of Disaster Risk Reduction and the Journal of Hospitality and Tourism Management. Her long-term objects include continued development of pragmatic ways for hotel management to build disaster resilience that also enhance the hotel's profitability and long-term customer-service goals.

Please visit https://www.researchgate.net/profile/Nancy_Brown11 for more information.

Ms. Brown can be contacted at +19498745508 or n.brown1@massey.ac.nz

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.