Editorial Board   Guest Author

Ms. Borak

Deborah Borak

Director of Global Accounts, ConferenceDirect

Deborah Borak joined ConferenceDirect in February 2002. Her diverse career experiences have included positions in marketing, sales, publishing, public relations and meeting planning. In 2007, Ms. Borak endeavored to become a subject matter expert in Strategic Meetings Management (SMM) and worked with one of her clients to develop a program from the ground up. In 2010, Ms. Borak obtained her Strategic Meetings Management Certification (SMMC) as part of the inaugural group of graduates to do so. As a result of her work in SMM, she has written articles, taught classes and presented at PCMA, GBTA, and MPI national events, as well as various conferences and chapter meetings. Ms. Borak was also one of the first associates to complete the ConferenceDirect Certified Sales Associate (CDS) program exclusive to ConferenceDirect. This certification recognizes associates by testing their knowledge and abilities on all aspects of meetings including: Site Selection, Contract Negotiation, Cancellation & Attrition, Supplier Relationships, Food & Beverage, Conflict Resolution and Problem Solving. Ms. Borak works with a variety of clients including corporations, associations, fraternal and non-profit groups. Her outstanding customer service and attention to detail is what Ms. Borak’s clients love most about her and has earned her recognition as a ConferenceDirect Top Producer multiple times. She is an active member of PCMA, GBTA, ASAE and MPI and has served on a variety of committees and has held Board positions throughout the meetings industry.

Please visit www.conferencedirect.com for more information.

Ms. Borak can be contacted at 720-283-3959 or deborah.borak@conferencedirect.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.