Editorial Board   Guest Author

Ms. Stark

Naomi Stark

President, Stark Service Solutions, LLC

Stark Service Solutions, LLC was founded in 2001, by Naomi Stark, current Chair of the AH&LA Technology & E-Business Committee, an expert in guest satisfaction and loyalty and employee development. Stark Service Solutions, LLC is known for developing smart training and software platforms such as the Touch System. The Touch System is the only software tool of its kind, bridging HR, Training and Operations to sustain a culture of highly personalized guest experiences. This program brings a unique approach to customer satisfaction management, which consistently assists clients in all sectors of the industry. Ms. Stark began her hospitality career in 1996, at the Orchid at Mauna Lani in Food & Beverage, following several years in retail management. Ms. Stark quickly progressed with Starwood Hotel and Resorts and was promoted to Area Director of Guest Satisfaction Management in 1999. Her responsibilities included the guest and associate satisfaction ratings of each property in the region. Through analysis and careful examination of the commonalities causing guest and associate dissatisfaction, Ms. Stark developed the unique training program Formula 10™. Formula 10™ focuses on communication, accountability, and recognition practices across all departments. Through Formula 10™ and a system of checks and balances for every position in the hotel, every property in Ms. Stark's region achieved immediate sharp increases in customer satisfaction and loyalty ratings. Her properties repeatedly achieved “Best In Class” rankings and were recognized for consistently having very low “problems experienced by guests” ratings with the highest ranked “problem resolution” ratings. Clients from all major brands include W Hotels, Hilton Hotels, Wyndham Hotels, Best Western International, Marriott, Lexington and numerous independents. These have implemented Stark's specialized methodologies, experiencing enormous successes including increased diamond ratings and raising guest satisfaction ratings to as high as the nines from even the low sevens. For the second straight year Stark Service Solutions, LLC has been honored with the prestigious MD Preferred Services Award for “Outstanding Hospitality Training & Technology”. Hotels who use Stark systems - including the Housekeeping PM Touch System™ Module, which exclusively features an expert Bed Bug Inspection - receive special recognition by the medical community, for their “Commitment to Cleanliness and Service”. Ms. Stark is very involved in industry organizations and speaks regularly at events such as the 2011 HITEC convention on the subject of, “Technologies to Improve Hotel Operations”.

Please visit http://www.starkservicesolutions.com for more information.

Ms. Stark can be contacted at 480.614.1009 or nstark@starkservicesolutions.com

Coming up in September 2019...

Hotel Group Meetings: Uncommon Destinations

The last few years have been good to the Hotel Group Meetings industry and that trend is expected to continue into 2019. Planners are brimming with confidence due to an expanding economy and increased job creation, which typically results in a boost in corporate meetings. Given this promising outlook, planners are trying to outdo themselves to satisfy the high expectations of their clients. One notable trend is to integrate unusual settings into the meeting experience, hosting groups at local zoos, aquariums, museums, event centers, or other outdoor facilities. The goal is to embrace uncommon destinations, rather than a typical hotel conference room, so that meetings can be memorable, unique and stimulating. This is also part of another trend which is to support all things local - from hosting events at landmark city venues; to catering through local restaurants, food trucks and microbreweries; to hosting off-site excursions like agri-tours, athletic events or scenic 5k routes. However, though the setting might be spectacular, there are still some bedrock components that must be provided to ensure a successful meeting. Free, high-speed Wi-Fi is still one of the most requested services. Planners have to make sure that a comprehensive communication infrastructure is in place so clients can easily connect - and stay connected - to the network throughout the entire meeting experience. Also, technology tools can be used to streamline the booking, registration, and check-in process, and Radio Frequency Identification (RFID) materials can be utilized to ensure seamless access to conference events. There are also numerous software tools that encourage audience participation, as well as integrating polls, Q&A, surveys and games into speakers' presentations. The September Hotel Business Review will examine issues relevant to group meetings and will report on what some hotels are doing to promote this sector of their operations.