Editorial Board   Guest Author

Ms. Horwell

Vanessa Horwell

Founder & Chief Visibility Officer, ThinkInk & TravelInk'd

Vanessa Horwell is the founder and Chief Visibility Officer of ThinkInk & TravelInk'd, a public relations and visibility firm that shuns press releases in favor of storytelling. She has spent the past 18 years working with companies in the US, UK and Europe, developing successful campaigns and strategies for their brands. She founded ThinkInk in 2004, after being fed up with PR agencies that offered mediocre results for big fees. Today, Ms. Horwell is a senior level strategist who works with companies in North America, EMEA and Asia-Pac in developing winning media campaigns, building relationships with influencers, and improving visibility through a unique style of public relations. She also has an entrepreneurial spirit that comes from having raised capital for start-ups, and having grown her own businesses. Ms. Horwell is also recognized in the field of mobile marketing through her ongoing column in the mobile industry resource, Mobile Marketer, the Director of PR for the Heartland Mobile Council (HMC) in North America, and being named to the Mobile Women to Watch 2010 for her contributions to mobile advertising, marketing and media in 2010. Whether she works in mobile, travel or technology, Ms. Horwell's purpose is to help build reputations and relationships for the company's clients - with media, potential customers and partners; to tell her clients' stories to the world, and to make them visible where it counts most. She uses her almost two decades of industry insight to create PR campaigns with a purpose, creating awareness, instilling beliefs, changing behaviors and motivating actions that translate into support for ThinkInk's clients.

Ms. Horwell can be contacted at 305-749-5342 or vanessa@thinkinkpr.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.