Editorial Board   Guest Author

Mr. Bajouk

Simon Bajouk

Concierge, Ritz-Carlton Montreal

Simon Bajouk is a Concierge at the Ritz-Carlton Montreal. Mr. Bajouk has been a practicing concierge for over six years, beginning his career at Montreal's Marriott Hotel. This early position gave Mr. Bajouk the confidence and abilities he needed to pursue his career and empowered him to assist others in reaching success. With an education in Hotel Management from the University of Quebec in Montreal and his early experience in the hospitality industry, Mr. Bajouk has keenly developed his leadership and customer-focused skills. Being a member of the International Association Les Clefs d'Or for five years now, he has built a reputation for professionalism, thoroughness and commitment to guest service. Over the years, Mr. Bajouk has shared his talents with some of the most prestigious hotels in Montreal, among them Le St-Sulpice, the Loews Hotel Vogue, Hotel Le St-James and most recently, the Ritz-Carlton Montreal. Mr. Bajouk sees each of his many memorable moments as learning opportunities and building blocks for the methodology he uses to deliver world-class service. As an accomplished concierge, he is proud of his accomplishments and looks forward to sharing them along the way. On this note, with the aim of sharing his experience in the field of hospitality, and more specifically in the role of caretaker, Mr. Bajouk and his colleague developed and implemented a customized customer service training program. He describes this program as teaching customer service and communication so that trainees can master the art of guest satisfaction. Mr. Bajouk has now taught several of these courses and among his many students counts the employees of Bombardier Inc. The company's involvement with the Ritz-Carlton Montreal over time has led him to being involved in several fundraising and charitable events for organizations such as the Terry Fox Foundation, the Multiple Sclerosis Society of Canada, and the Ste-Justine Hospital.

Mr. Bajouk can be contacted at 514-842-4210 or concierge@ritzmontreal.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.