Editorial Board   Guest Author

Mr. Salapka

Drew Salapka

Vice President of Sales and Revenue Generation, Hotel Equities

Drew Salapka serves as Vice President of Sales and Revenue Generation for Hotel Equities, an Atlanta-based, full-scale hotel management, development and consulting firm. Mr. Salapka's responsibilities include leading the firm's sales and revenue organization which is responsible for setting top line strategy and managing the total inventory for all the firm's hotels. His team analyzes the demand for all markets, evaluates market strengths and weaknesses, and reports key statistics that impact the industry and individual hotels. The team also manages sales processes and directs the ongoing training of all key sales and revenue staff members. Beginning his hospitality career at the age of sixteen, Mr. Salapka worked as a housekeeper at the Residence Inn Alpharetta, GA while still attending high school. After his graduation from college, Mr. Salapka joined Hotel Equities in 1999 as an intern at the Fairfield Inn & Suites Perimeter Center. He moved quickly to the position of Bench Manager, covering various positions at several of the company's hotels. He served as Operations Manager at the Fairfield Inn Midtown Atlanta before his promotion in 2000 to General Manager at the Fairfield Inn & Suites in Macon, Georgia where he served for three years. In 2004, the company promoted Mr. Salapka to manage the TownePlace Suites in Kennesaw, Georgia. Marriott named him the General Manager of the Year for the brand two years later. In 2006, he accepted the challenge and responsibility of part-time Revenue Manager for the company and quickly expanded the work into a full-time position. Mr. Salapka is a graduate of Clemson University with a B.B.A. in Business Management. He and his wife reside in Cumming, GA. Active in his church, he leads a weekly small group study and serves as a Money Wise mentor. His interests include hiking, camping, waterskiing and traveling.

Mr. Salapka can be contacted at 678-578-4444 or dsalapka@hotelequities.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.