Editorial Board   

Ms. Roberts

Janine Roberts

Director of Sales and Marketing, Tradavo

Janine Roberts is the Director of Sales and Marketing for Tradavo - a retail services company that specializes in the design, optimization and supply needs of the hotel retail industry. Miss Roberts works with over 2,000 hotels to improve retail profitability and automate the daily management of hotel lobby shops allowing General Managers to focus their efforts on hospitality while meeting the desired retail revenue goals of hotel executives and management companies. In 2008, Janine developed and implemented the Retail Services element of Tradavo to provide hotels complimentary assistance in selecting assortments, merchandising and effectively pricing inventory to maximize profitability. She also created the highly successful Grand Opening Program to help general managers preparing for a pending grand opening to launch their retail operation with all best practices in place upon opening.

Ms. Roberts can be contacted at 303-883-2335 or jroberts@tradavo.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.