Managing Director Urmas Kärner of The Somerset on Grace Bay Named 2015 1to1 Media Customer Champion
Only hospitality executive honored for customer-centric leadership at MoMA and The Modern in NYC
GRACE BAY, Turks and Caicos - 1to1® Media, the independent publishing division of Peppers & Rogers Group, has named Managing Director Urmas Kärner of The Somerset on Grace Bay as a winner of the 2015 1to1 Media Customer Champions awards. Kärner joins a distinctive community of customer-centric executives worldwide ever to have received this award including ranking members of pinnacle organizations such as Google, Cisco, JetBlue and American Express.
Now in its 11th year the 1to1 Media Customer Champions program recognizes customer-centric leaders who use innovative approaches to instill customer-focused strategies throughout their organizations and can demonstrate a positive bottom-line impact from doing so. As the only leader in the hospitality industry to be named a 2015 1to1 Media Customer Champion, Kärner's nomination highlighted his hands-on approach with guests and leadership by example to deliver results to all stakeholders.
“If it affects his Guests, he makes it his business,” said Sandeep Jagger, director of finance at The Somerset on Grace Bay who went on to describe, “Everyone from vendors to staff learn this about him. Every taxi driver and excursion provider gets vetted by Urmas personally. He wants to ensure their vehicles, boats, facilities and customer service skills are up to our five-star standard.”
Under Kärner's engaged approach the resort has achieved solid bottom-line performance. Since taking helm less than three years ago, Kärner has led the efforts to deliver an excellent guest experience while almost doubling the luxury Turks and Caicos resort's occupancy and revenue goals. In addition to his own innate approach to customer service Kärner attributes the resort's success to two initiatives, 1) embracing the Forbes Quality Standards and 2) adoption of an integrated Customer Relationship Marketing or iCRM program.
“I am greatly honored and humbled to be recognized as a 1to1 Media Customer Champion for simply doing what I believe in. It's a reward within itself to work alongside the staff, owners and vendors of The Somerset on Grace Bay in providing a phenomenal vacation experience for our Guests while delivering solid results for all of our stakeholders,” said Urmas Kärner, managing director of The Somerset on Grace Bay.
1to1 Media recognized the 2015 winners Monday, November 16, during a tour of the Museum of Modern Art in New York City. A dinner celebration hosted by Mila D'Antonio, editor-in-chief of 1to1 Media, followed.
D'Antonio said she was honored to present this year's class of honorees. “Customer experience is no longer a 'nice-to-have program.' It's a 'must-have' strategy. These 15 winners have demonstrated true commitment to implementing or evolving focused strategies that have made measurable impact on their organizations, their customers, and their service or product offerings.” she said. “We're excited to feature these winners and their companies in our publication and bring you their stories firsthand.”
Read about Kärner and the other 2015 1to1 Media Customer Champions by visiting http://go.1to1media.com/2015CustomerChampions.
Learn more about The Somerset on Grace Bay by visiting TheSomerset.com.
About The Somerset on Grace Bay Located on world-famous Grace Bay on Providenciales, Turks and Caicos, The Somerset on Grace Bay is an intimate, award-winning five-star resort where couples and families alike enjoy treasured times together. A Forbes Travel Guide Star List award winner, the luxury resort features 53 one- to five-bedroom villas and suites ranging from 1,400 to 5,300 sq. ft., as well as two restaurants and bars, a zero-entry infinity-edge pool, a reverse current lap pool outfitted with underwater Bose sound system, fitness center, full-service spa, a range of activities on land and sea, concierge services and complimentary Caicos Kids Club featuring children's activities led by a certified instructor. In 2015, TripAdvisor named Providenciales the #1 Best Island in the World and Grace Bay Beach the #1 Best Beach in the Caribbean and #2 Best Beach in the World.
1to1 Media's Weekly Digest delivers best practices, trends, and articles that highlight customer-focused initiatives to drive bottom-line impact. 1to1 Media's annual awards programs, The Gartner & 1to1 Media Customer Experience Excellence Awards and the 1to1 Media Customer Champions, highlight excellence among organizations and individuals that take a customer-centric approach to improving their business.
Backed by Peppers & Rogers Group, a global leader in customer strategy and relationship marketing, 1to1 Media combines thought leadership, field experience, and editorial expertise to deliver actionable content to its audience of more than 130,000 decision-makers.
Marriott International, Inc. (NASDAQ: MAR) is a global leading lodging company based in Bethesda,Maryland, USA, with more than 4,200 properties in 80 countries and territories. Marriott International reported revenues of nearly $14 billion in fiscal year 2014. The company operates and franchises hotels and licenses vacation ownership resorts under 19 brands, including: The Ritz-Carlton®, BVlgari®, EDITION®, JW Marriott®, Autograph Collection® Hotels, Renaissance® Hotels, Marriott Hotels®, Delta Hotels and Resorts®, Marriott Executive Apartments®, Marriott Vacation Club®, Gaylord Hotels®, AC Hotels by Marriott®, Courtyard®, Residence Inn®, SpringHill Suites®, Fairfield Inn & Suites®, TownePlace Suites®, Protea Hotels® and MoxyHotels®. Marriott has been consistently recognized as a top employer and for its superior business ethics. The company also manages the award-winning guest loyalty program, Marriott Rewards® and The Ritz-Carlton Rewards® program, which together surpass 50 million members. For more information or reservations, please visit our website at 
