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 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.