Editorial Board   Guest Author

Mr. Charbonnet

Chris Charbonnet

Senior Vice President of Operations, Prism Hotels & Resorts

Chris Charbonnet is the Senior Vice President of Operations for Prism Hotels & Resorts, an award-winning full-service hotel management, investment, and advisory services company. With a quarter century of hotel operations experience in different segments of the hospitality industry, Mr. Charbonnet brings an advanced skillset, an informed perspective, and a depth and diversity of industry expertise that makes him an invaluable asset and an integral member of Prism's executive committee.

Mr. Charbonnet began his hospitality career in management as a Sous Chef at Wyndham Hotel in Los Angeles, California in 1994. Over the course of the last 25 years, Mr. Charbonnet has successfully managed some of the most prominent hotel brands in the business, including familiar names like Hilton, Marriott, Starwood, IHG, Choice, Wyndham, and Carlson. All told, he spent nearly 10 years with Wyndham International as a Sous Chef, Executive Chef, Food and Beverage Manager and Director, Director of Rooms, Sales Manager, AGM, and General Manager; 9 years with Aimbridge Hospitality as the General Manager, Corporate Director of Food & Beverage and Regional Director of Operations. Prior to joining Prism, Mr. Charbonnet served for 4 years as the Regional VP of Operations for GF Management, where he was responsible for overseeing more than 60 hotel transitions.

Mr. Charbonnet graduated from The University of Johnson & Wales in Providence, Rhode Island with a degree in Culinary Arts, French Pastry Arts, a B.S. in Management and a B.S. in Marketing. He currently resides in Frisco, Texas, with his wife Charlene and their twins Christopher and Colette.

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

Mr. Charbonnet can be contacted at 214-987-9300 or chris.charbonnet@prismhotels.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.