Editorial Board   Guest Author

Ms. Beltran

Sandra Beltran

VP of Sales & Marketing, Prohotel International

Sandra Beltran joined Prohotel International in 1998, bringing with her over ten years of experience in the hospitality industry. As Vice President, Ms. Beltran is responsible for the marketing and sales of Prohotel's International clients. She was integral in the concept creation and implementation at luxury boutique properties including La Pleta in Baqueira, Spain and Esencia and Ikal del Mar in Mexico's Riviera Maya.

Ms. Beltran was also charged with the creation of guest recognition and appreciation programs, which to date have increased the repeat guest factor from 50% to 70%. Ms. Beltran's other duties include conducting market research, as well as concept and feasibility studies to market clients to the luxury niche, heading up the public relations department, ensuring all Prohotel properties meet or exceed luxury standards and coordinating with advertising agencies to develop marketing materials.

Using her vast knowledge of internet marketing, Ms. Beltran creates and implements online marketing campaigns and promotions in conjunction with partner websites which have thus far resulted in a 15% increase in annual revenues.

Ms. Beltran is also a principal in a vineyard in Tupongato, Argentina by the name of Ikal1150. Her duties include promotion of the brand and distribution in the United States. Her passion for nature and all things natural has aided her in this venture. The vines are drip irrigated with the snow melt water from the neighboring Andes Mountains and no chemicals or pesticides are used during the bottling. For her, the wine and the hotels go hand in hand as they are both commodities that people can indulge in without the guilt.

Ms. Beltran received her Bachelors Degree in Business Administration from the University of Houston. She is fluent in Spanish and English.

Ms. Beltran can be contacted at 713-528-7862 or sbeltran@prohotels.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.