Editorial Board   

Ms. Hyde

Felicia Hyde

Design Director, Lifestyle Studio, H. Hendy Associates

As Design Director of the Lifestyle Studio at H. Hendy Associates, Felicia Hyde brings 33 years of in-depth interior architecture experience to her client engagements. She is an award-winning interior architect, having won the prestigious CoreNet Global REmmy Award for her work on the Goodman Birtcher headquarters in Irvine, Calif., as well as top honors in the IIDA Calibre Award category of Leisure and Entertainment for the ICIS Apartment Homes in Glendale, Calif.

Ms. Hyde is passionate about designing and creating memorable spaces that are indicative of her clients’ vision and brand.

Acknowledged by industry leaders and an honoree of multiple awards and recognition for her designs, Ms. Hyde has spent the past decade focusing on the ever-evolving multifamily world, applying her deep-rooted experience in corporate and residential interior design to create solutions that are stimulating and deliver on clients’ business objectives. She draws inspiration from style trends not only in architecture but in fashion, nature and through her travels.

Prior to H. Hendy Associates, Ms. Hyde served as senior designer at Gensler, Carrier Johnson +CULTURE, HOK, DSR Design, Inc. and Ridgway Associates. Hyde graduated from Woodbury University with a Bachelor of Science in Interior Design and a minor in Business. She also earned an Associate of Arts degree in General Education and Fine Art from Pasadena City College.

Ms. Hyde's published work has been featured in leading publications within the interior architect and design industry, including Interiors Magazine, ASU, Corporate Interiors, Interior Design Magazine, Floor Covering Weekly, Contract Magazine and Multi-Housing News.

Ms. Hyde can be contacted at 949-851-3080 or fhyde@hhendy.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.