Editorial Board   Guest Author

Ms. Berlingeri

Deborah Berlingeri

Spa Director, ELLE Spa at Edin Roc Miami Beach

Deborah Berlinger brings a wealth of experience from many disciplines in the hospitality industry of 16 years to ELLE Spa at Edin Roc Miami Beach. Ms. Berlinger thrives on building and developing teams to passionately produce results and aggressively set themselves apart from the competition in the market. During her tenure, Ms.Berlinger has held several positions of increasing responsibility in spa, operations, events, and sales exceeding revenues and profitability for owners and companies, alike. She began her career in hospitality with Marriott International and with the most recent, BHI Group as Director of Spa for the 48,000 sq.ft. Alaya Spa in Weston FL. Ms. Berlingeri is a graduate of Georgia Southern University, where she earned her Business Administration Degree and resides in Miami.

Ms. Berlingeri can be contacted at 305-674-5585 or ellespa@destinationhotels.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.