Editorial Board   Guest Author

Mr. Barker

Ned Barker

President, Grill Ventures Consulting, Inc.

Ned Barker is a hotel industry veteran and principal of Grill Ventures International. In a former role as Vice President of F&B Franchise Services for InterContinental Hotels Group (IHG), Mr. Barker worked with both hotels and third-party restaurants to create win-win partnerships. Specializing in F&B solutions, Grill Ventures works with both hotel and restaurant companies. Grill Venture's work includes concept development, strategy, operations / marketing review & analysis, and special one-off project assignments. Mr. Barker is a noted speaker who delights at sharing his expertise at hospitality and hotel management conferences. He is a frequent contributor to food and beverage publications such as In The Mix Magazine and Hotel F&B Magazine. Mr. Barker serves on the board of the Global Soap Project (www.GlobalSoap.org) which recycles discarded hotel bar soap into new bars that are shipped to vulnerable populations around the world. He is a graduate of the University of Michigan, and serves on the American Hotel & Lodging Association's (AH&LA) F&B Council.

Mr. Barker can be contacted at 404-547-1900 or Ned@Grillvi.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.