Editorial Board   

Ms. Rheams

Connie Rheams

Global Business Development, Altiuspar

A hospitality industry veteran, Connie Rheams is responsible for a range of strategic corporate initiatives at AltiusPAR, including partner relations and global business development and marketing. Ms. Rheams comes to AltiusPAR from Cendant Corporation, where she was most recently vice president of Cendant's Travel Distribution Hospitality and Leisure Group. At Cendant, her responsibilities included business development, management of all sales initiatives in the Americas, and implementation of other Cendant company and partner programs. Prior to Cendant, she was president of TRUST Inc., which was acquired by Cendant in 2002. Prior to TRUST, Ms. Rheams spent 14 years at AMR Corporation, where she held various management positions at American Airlines, TeleService Resources, and SABRE. While at AMR, Ms. Rheams served on the Latin American Task Force at American Airlines, led the hospitality division at TeleService Resources, and served as the head of product marketing for SABRE Internet Travel Solutions.

Ms. Rheams can be contacted at 940-497-5300 or connie.l.rheams@altiuspar.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.