Editorial Board   

Ms. Walters

Michele Walters

Co-Founder, Origin World Labs

Michele Walters is Co-Founder and Head of Guest Behavior Analytics for Origin World Labs. Ms. Walters is an expert in the field of Consumer Behavioral Analytics for leisure industries. She has led guest behavioral research projects and departments for some of the world's leading entertainment and hospitality companies including Walt Disney, Universal Studios, and Discovery Communications. She has 16 years of experience supplying customer-centric analytic solutions and predictive models in US domestic, US Hispanic, European and Latin American/Caribbean markets. Ms. Walters holds an MBA and a Master's of Science in Marketing from University of Miami. She is responsible for driving the strategy and execution of Origin World Lab's services. Origin World Labs(OWL) creates the customized analytics models that optimize Pricing, Marketing and Operations for the best companies in Hospitality. Our team creates new value by embedding model-driven intelligence into every hotel managerial process. OWL is a lab of Mathematicians, Behavioral Scientists, Information Technology veterans and a bunch of brilliant, energetic, award-winning statisticians united by our passion for analytics. OWL runs the math that runs the best hotels in the world. Learn more by visiting the website at [www.forsmarthotels.com][1] [1]: http://www.forsmarthotels.com

Ms. Walters can be contacted at 305-303-0284 or

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.