Editorial Board   

Ms. Manion

Ann Manion

President, Hotel Advantage

Ann Manion simplifies the Web for busy professionals and shares knowledge that helps hotels thrive in today's digital world. A distinguished marketing professional with 25 years of hospitality management experience, Ms. Manion works with accounts across the country to build savvy social media programs that compliment their brand strategy. She's a sought after content marketer who tells inspiring brand stories and shows her clients best practices in building a strong and positively influential online reputation. Ms. Manion has an MBA in Service Marketing from Simmons College, a BSBA in Hotel, Restaurant and Resort Management from the Daniel's College of Business at the University of Denver, studied International Tourism at London's Richmond College, and holds certifications from the Culinary Institute of America. Ms. Manion lives in Greater Boston with her husband and three sons. To learn more about Ann's hotel background, connect with her on Linked In, or follow her on Twitter @annmanion.

Ms. Manion can be contacted at 617-531-1672 or ann@thehoteladvantage.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.