Editorial Board   Guest Author

Ms. McCullough

Lynn McCullough

Director of Meetings & Association Management, CMA Association Management

With 20 years of meeting planning experience, Lynn McCullough is the director of meetings and association management at CMA Association Management, where she is responsible for planning and managing association and corporate meetings worldwide. Ms. McCullough provides leadership to association clients on both a national and international scale while overseeing all meeting planning activities and service offerings, ranging from Board of Director relations, strategic development, growth programs, management of association publications and websites, and event planning and management including promotion, programming, and logistics. Ms. McCullough is also Executive Director of the Event Service Professionals Association. Prior to joining CMA, Lynn was the administrative director at an association management company based in Philadelphia, Pennsylvania, where she handled various aspects of association management for national associations. Before that, she worked as legislative coordinator for the Medical Society of New Jersey, the association of medical doctors affiliated with the American Medical Association. Accredited by the AMC Institute, CMA Association Management provides a comprehensive portfolio of association management and event planning services, including award-winning marketing communications and digital capabilities, to national and global association clients.

Ms. McCullough can be contacted at 609-297-2235 or lmccullough@cmasolutions.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.