Editorial Board   Guest Author

Ms. Gerber

Katie Gerber

President, PMBC Group

Katie Gerber is president at PMBC Group, a leading technology PR firm based in Los Angeles, servicing clients across the globe. She has nearly two decades of experience executing strategic internal and external public relations and integrated marketing campaigns for clients of all sizes and spanning industries from entertainment and hospitality to tech.

Ms. Gerber has worked in house at global Fortune 500 companies including Disney and Adobe as well as on the agency side and has planned and executed successful campaigns for numerous brands including Disney, CBS Films, iRobot, Pioneer Electronics, Sony Electronics, Sony Pictures and Surf Air to name a few.

In addition to planning and executing media campaigns, Ms. Gerber is an expert in developing thought leadership programs, executive media training, strategic corporate messaging, reputation management, crisis communications, organizational change programs, product positioning, rebranding and market research. She excels at delivering creative programs that shape awareness, attitudes and perceptions for her clients and their principals.

Please visit www.pmbcgroup.com for more information.

Ms. Gerber can be contacted at 310-777-7546 or Katie@pmbcgroup.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.