Editorial Board   Guest Author

Ms. Macdonald

Paula Macdonald

Director of Communications, McKibbon Hotel Management, Inc.

Paula MacDonald is Director of Communications for McKibbon Hotel Management, Inc. of Tampa, Florida. In her role, Ms. MacDonald guides the communications and marketing efforts for the company's development and management groups. She is responsible for supporting the public relations efforts of each of McKibbon's managed hotel properties, as well as corporate branding and oversight of the company's in-house design team. Prior to joining McKibbon, Ms. MacDonald worked in marketing for the legal field and as a communications leader for both city and county government entities. She is a graduate of the University of Southern California School of Cinema/Television, and has certificates in multimedia design and incident management for public information officers.

Ms. Macdonald can be contacted at 813-472-7390 or paula@mckibbonhotels.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.