Editorial Board   Guest Author

Ms. Tesarova

Katarina Tesarova

Vice President of Global Sustainability, Las Vegas Sands Corp.

Katarina Tesarova is the Vice President of Global Sustainability for Las Vegas Sands Corp., the world's pre-eminent developer and operator of world-class Integrated Resorts. In this capacity, Ms. Tesarova leads Las Vegas Sands' global sustainability efforts by developing and implementing a comprehensive sustainability strategy through the award-winning Sands ECO360 program focused on reducing the environmental impacts of the organization. Under Ms. Tesarova's leadership, the organization has received several notable recognitions including the CDP Climate and Water A List rankings, inclusion in the Dow Jones Sustainability Indices for North America, several building certifications in Leadership in Energy and Environmental Design (LEED®), and formal approval of emissions reduction targets by the Science Based Target Initiative.

Prior to joining Las Vegas Sands Corp., Ms. Tesarova was responsible for managing property sustainability programs at MGM Resorts International as Director of Sustainable Operations. She was also responsible for the LEED® building certification of CityCenter, an $8.6 billion, mixed-use urban destination in Las Vegas. Under Ms. Tesarova's guidance and direction, CityCenter achieved six LEED Gold certifications making it the largest new construction LEED certified project in the world.

Ms. Tesarova is recognized for her expertise in green buildings and has served on various prestigious panels and committees, including the Sustainability and Efficiency Task Force for the United States Department of Homeland Security.

Ms. Tesarova received her law degree from Comenius University, Bratislava, Slovakia. She also earned a Masters of Business Administration (MBA) degree with a concentration in Finance from the University of Nevada, Las Vegas. Ms. Tesarova is a LEED BD+C Accredited Professional.

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

Ms. Tesarova can be contacted at 702-607-4530 or katarina.tesarova@sands.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.