Editorial Board   Guest Author

Mr. Wolf

Erik Wolf

Executive Director, World Food Travel Association

Erik Wolf is the visionary founder of the world's food tourism industry, and of the World Food Travel Association. He is a highly sought speaker, thought leader, strategist and consultant, in the US and abroad, on all aspects of food and drink tourism. Mr. Wolf is considered the go-to food tourism industry resource for media outlets that have included CNN, the BBC, the Wall Street Journal, Newsweek, NBC, GQ, Forbes, Huffington Post, PeterGreenberg.com, the Australian Broadcasting Corporation, Arirang Korea, Sky Media (UK) and many more. He has spearheaded projects for world-class brands that have included the Province of Alberta (Canada), American Express, Walt Disney, Marriott Hotels & Resorts, Royal Caribbean Cruise Line, just to name a few. During his tenure as Executive Director of the Association, Mr. Wolf launched several innovative products for our industry, including the annual Food Travel Monitor, including the Monitor's PsychoCulinary profiling tool for food travelers; the Certified Culinary Travel Professional program; Business Readiness Training in Food Tourism; and Food Travel Talk TV. He is also the publisher of Have Fork Will Travel, the food tourism industry's most comprehensive handbook. Mr. Wolf's articles, speeches and research have been published in dozens of languages, including Chinese, Spanish, Greek, Polish, Russian, Portuguese and many more. Mr. Wolf also advises to UNESCO's Creative Cities Network gastronomy program and the UNWTO's Gastronomy Network. Mr. Wolf holds a B.A. in languages from the University of Virginia and an M.A. in Travel Marketing and International Communication from The American University in Washington, D.C. For Mr. Wolf, food is a way to communicate and connect with local people. A command of several languages has helped him navigate through dozens of countries. He has lived in Australia, Denmark, New Zealand, Singapore and South Africa. The more he traveled, the more he realized that many destinations have wonderful but untold stories in the form of truly unique food and beverage experiences. Mr. Wolf enjoys recommending unusual and remarkable food and beverages experiences from obscure lands. Don't ever let him loose in a grocery store in another country - you won't see him for hours.

Please visit http://www.worldfoodtravel.org for more information.

Mr. Wolf can be contacted at (1) 503-213-3700 or erik@worldfoodtravel.org

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.