Editorial Board   Guest Author

Ms. Love

Jana Love

President, ProSolutions

In 1989, Jana Love founded ProShop Evaluation Services, Inc., after a successful career with Marriott International in sales and marketing. ProShop offered mystery shopping, evaluation, and training services to top international hospitality companies. In 1997, Ms. Love formed Shop2000 with two other principals. Shop2000 was developed exclusively for Marriott Group Sales and Catering, and they designed and implemented the unique sales training program, "Walking in the Shoes of the Customer," for Marriott. In 2002, Ms. Love, knowing her team had the expertise to influence more customer needs, expanded the company's business resources and services and rebranded by becoming ProSolutions, LLC. ProSolutions offers customer service consulting, pricing research, mystery shopping and evaluations, performance improvement strategies, training, and program and certification development to such clients as Marriott International, Inc., The Ritz-Carlton Destination Club, Wyndham Worldwide, Loews Hotels, Urgo Hotels & Resorts, Davidson Hotels & Resorts, and Florida Hospital. In the recent years, ProSolutions has continued to grow and expand. In 2012, ProSolutions was awarded an annually implemented global contract from Marriott International, Inc. to preform hotel pricing research and analysis, which continues to results in millions of dollars of additional revenue for Marriott. In 2013, Ms. Love founded the ProLearning Blog, which offers the hospitality industry free educational tips and learning resources to help be masters of customer service and sales; and to improve personally, as an employee, as a leader; and as a company. Ms. Love’s passion behind the company’s tag line, “The Total Customer Experience Company” is truly what pushes the business culture since it always comes back to increasing customer engagement and loyalty in order to achieve success. Also, the training philosophy that drives ProSolutions is that every client has a unique need and situation, so they “fix what they find” with customized training options geared towards each different audience. Nothing comes off the shelf. They also believe training should provide immediately actionable items and easy takeaways. As the President and CEO, Ms. Love leads her team in all efforts and has the support from her eight-member executive team and>50 regular subcontractors and consultants. Ms. Love lives in Pensacola, Florida with her husband, Bill. They have two daughters, Kelsey and Madison.

Please visit http://www.prosolutions.net for more information.

Ms. Love can be contacted at 407-758-0263 or jana@prosolutions.net

Coming up in March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.