Editorial Board   Guest Author

Ms. Setzermann

Kimberly Setzermann

Co-Founder, Pure Strategic Solutions

Kimberly Setzermann is the co-founder of Pure Strategic Solutions, a fresh and young hospitality consulting company with a focus on creating profit driven innovations in Spa and F&B concept development. By utilizing her education in global wellness practices, each project strives to integrate a local culture's authentic indigenous beliefs in medicine into more common and universally accepted products and therapies. Ms. Setzermann is currently based in Africa, devising the expansion of rooms and the implementation of spa facilities for an upscale safari lodge in Arusha, Tanzania, while simultaneously streamlining lodge operations by holding the position as General Manager. Ms. Setzermann holds a Master Degree in Hospitality from Ecole hotelière de Lausanne (EHL), as well as certifications in Neuromuscular Massage Therapy (Colorado Institute of Massage Therapy), Yoga Instruction (Yoga Center of Minneapolis), and Nutritional Health Counseling (Institute for Integrative Nutrition). Ms. Setzermann's passion to study the current usage of traditional medicines have taken her to live in Japan, India, Taiwan, Turkey, Costa Rica, the Netherlands, and Switzerland. Kimberly has worked in a private practice as a Wellness Consultant in New York City, devising six-month total health programs for clients with measurable results. Ms. Setzermann has contributed as a writer and speaker for the Global Spa Summit in Istanbul, Turkey and is currently the on the board of directors for the Hotel Association Tanzania (HAT). Her enthusiasm has led her to enjoy experiences working within education at EHL as a guest speaker and coach for students that share a similar passion for the spa industry.

Ms. Setzermann can be contacted at 255-0-78-386-9027 or kimberly@missionpure.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.