Operations Workshop XIV to investigate how improving the employee experience can lay the foundation for delivering an exceptional guest experience
San Francisco, May 30, 2019 — Next week during the 41st Annual NYU International Hospitality Industry Investment Conference, a group of industry experts will discuss “Investing in the Guest Experience.” Operations Workshop XIV, to be held on Monday, June 3rd at 4:00 p.m. in the Booth/Edison Room of the New York Marriott Marquis (fifth floor), will take a 360-degree view of the customer. Moderated by Jennie Blumenthal, Principle of PwC, Hospitality and Travel, panelists will discuss how customer preferences can be leveraged at different points of the customer journey to map the experience and simultaneously drive revenue growth.
Questions to be answered during the one-hour session include: How far away is this vision from reality? Where is progress being made? Is investment in this vision mandatory for brands that want to remain competitive? Is there an adjacent industry that does this well, which could be a source of inspiration?
“Beekeeper is delighted to be participating in this discussion and determining where investment dollars should to be spent to cultivate an exceptional stay,” said Corey McCarthy, vice president, global marketing for Beekeeper, an employee communication platform that connects and empowers entire workforces, including non-desk and frontline workers. “Operations and the Guest Experience are two separate functions that are interdependent, yet people rarely talk about both simultaneously. At the end of day, hospitality is customer centric, and our livelihoods revolve around the guest.
“At Beekeeper, we believe delivering the ultimate guest experience starts with employees – they are the foundation on which the success or failure of every hotel rests,” she said. “Not only do hoteliers need to have operational procedures in place, but they must equip their workers with the communication tools and informational processes necessary to drive that desired experience. Happy and engaged employees are the tie that binds operations and the guest experience together. I’m eager to share some real-world examples with those attending this Workshop to demonstrate how an operational communications platform keeps hotels productive and front-line staff ready and enthusiastic about coming to work day after day. Bar none, the employee experience is the foundation of every guest experience.”
In addition to McCarthy, participating panelists will include Ron Pohl, Chief Operations Officer, Best Western Hotels and Resorts; Robert McDowell, Chief Commercial Officer, Choice Hotels International; JJ Steeley, VP of Customer Experience, Carbon Lighthouse; and Duncan Avis, Principal, Advisory, KPMG LLP.