Editorial Board   

Mr. Tatum

Tyler Tatum

Marketing Strategy Consultant,

Tyler Tatum is driven to help clients maximize their potential with the best marketing strategy at the least overall cost. In his past venture as General Manager of Project Planet, Mr. Tatum had the opportunity to pursue a passion for the environment, while driving the company to be a dominant force in the hotel industry. The focus was saving his clients tens of millions of dollars in operational cost, while reducing their overall environmental impact by hundreds of millions of gallons of water. In order to maximize participation in the program, Mr. Tatum had to create excitement among hotel staff and guests while maintaining the best overall guest experience. During his tenure with Project Planet, Mr. Tatum increased participation in the program by over fifty percent. He also launched three new regional designs, which lead to stronger market penetration in coastal and mountainous areas. In a joint effort he worked with the Southwest Florida Water Management District to promote the program to over 200 hotels.

Mr. Tatum can be contacted at 404-783-0923 or TylerTatum@Bellsouth.net

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.