Editorial Board   Guest Author

Mr. Morris

Brian Morris

Director of Sales & Marketing, JW Marriott San Antonio Hill Country Resort & Spa

Brian Morris is a successful hospitality veteran who prior to his current position, spent 25-years with Hyatt Hotels in seven locations such as Indian Wells CA, Maui Hawaii, Seattle WA, Phoenix AZ, Wichita and Kansas City KS, St Louis MO and Century City CA.

Mr. Morris began his career in Food and Beverage then went on to Rooms operations before getting into Sales & Marketing where he has spent the last 12 years in Sales & Marketing leadership. During his tenure with Hyatt, he is a 2-time DOSM of the Year Nominee, Sales Team of the Year winner, and Business Travel Team of the Year Winner.

Throughout his career, Mr. Morris has demonstrated success and achievement in growing sales and improving bottom line margins. He brings to the hotel progressive experience in driving revenues, budgeting and forecasting, trend analysis, change initiatives, hotel repositioning, market research and analytics as well as sales management and training, product marketing (PR & social media), and P&L management.

In Kansas City, his successful track record in driving 3 straight record years at the complex has helped shape the mission of showcasing the one-stop shopping for meetings of all sizes and experiences with 180,000 square feet at the hotel complex. His public relations experience, including work with social media channels, will help keep our sales team at the front of all the vehicles we have to continue to raise that awareness.

On his off time, Mr. Morris loves spending time with his wife Jean and two children (Connor 15 & Abby 12). He also enjoys playing golf and is an avid drummer.

Please visit http://jwsanantonio.com for more information.

Mr. Morris can be contacted at 210-276-2500 or brian.morris@marriott.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.