Editorial Board   Guest Author

Ms. Wells

Dawn Wells

General Manager, Fairfield Inn & Suites Charleston North

Dawn Wells is the General Manager of the 102-room Fairfield Inn & Suites Charleston North in Charleston, South Carolina. The hotel is managed by Hotel Equities, an Atlanta-based, full-scale hotel management, development and consulting firm. Ms. Wells also serves as a Lead General Manager for the firm. She is active in the Charleston Business Council. As General Manager, Ms. Wells holds responsibility for overseeing all financial and management operations of the hotel, including hiring the employees, setting and meeting budget goals and representing the company in the community. Tapped as a Lead General Manager because of her outstanding performance, Ms. Wells provides leadership, direction and results in revenue, profit and quality to the group of properties assigned to her. Instrumental in scouting talent and developing leaders within Hotel Equities, Ms. Wells assists with the firm's Management Development Program (MDP). Recently, she mentored four individuals and helped each one research, execute and evaluate a final project to utilize what they had learned through the MDP and add value to his or her hotel. Ms. Wells started her hospitality career by joining John Q. Hammons Hotels after graduating from Johnson & Wales University. To gain additional experience, Ms. Wells moved with JQH hotels to Concord, North Carolina as Front Office/Reservations Manager at the Embassy Suites Concord-Golf Resort & Spa. The firm promoted her to Sales/Catering Manager where she served for more than a year before returning to Charleston with a promotion to General Manager of the Residence Inn by Marriott in Charleston. Ms. Wells held that post for three years before moving to her current position at the Fairfield Inn & Suites Charleston North. She joined Hotel Equities in 2012 when the firm took over management of her hotel. Ms. Wells holds an Associate Degree in Hotel/Restaurant Management from Johnson & Wales University in Charleston, South Carolina and a Certificate in Hospitality Leadership Development from the School of Business, College of Charleston.

Ms. Wells can be contacted at 866-576-5693 or dawn.wells@marriott.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.