Editorial Board   Guest Author

Ms. Gerhard

Janet Gerhard

Founder, Hospitality Gal, LLC

Janet Gerhard has extensive experience transforming the way organizations understand and manage the customer experience. By analyzing and strategically changing how organizations interact with their customers, she helps clients redefine their growth strategy and customer experience ecosystem thereby driving top-line growth and bottom line results. In 2013, Ms. Gerhard was honored as one of HSMAI's Top 25 Most Extraordinary Minds in Sales & Marketing. She established Hospitality Gal, LLC in 2012, and her areas of focus include: ▪ Engaging the organization in managing customer relationships, revenue, and profit. ▪ Bringing together departments that are often siloed to understand the customer perspective. ▪ Creating a persistent and unified focus on the customer in the actions the company takes. ▪ Helping the organization work together to optimize customer experience delivery. ▪ Supporting leaders in their role as cultural frontrunners in the transformation journey. Ms. Gerhard most recently completed a consulting project with a premier lodging brand as it redefined its approach to customer experience feedback, including the implementation of a mobile-enabled guest survey, enterprise-wide social media monitoring, and real-time reporting of related quality measures. In addition to the hospitality sector, Ms. Gerhard consults globally with automotive, business services, healthcare, logistics, manufacturing, pharmaceutical, retail, technology and telecommunication companies. When not focused on intentional experience design and driving customer loyalty, Ms. Gerhard puts her passion for sales to use in an active partnership with CEB, the world's leading member-based advisory company, working with its diverse client base on commercial transformations. Prior to the launch of Hospitality Gal, Ms. Gerhard led the Hospitality sector of newBrandAnalytics, a social media intelligence company named the Venture Summit Mid-Atlantic 100 Company of the Year in 2011 and Northern Virginia Council's Hottest VC Backed Company in 2012. She spent the previous nine years with Maritz Research where she used customer lifecycle analytics to help clients capture more customer loyalty. Ms. Gerhard began her customer experience journey with The Ritz-Carlton Hotel Company. She is extremely well-traveled having visited and worked in more than 30 countries. Ms. Gerhard has a Bachelor of Science degree in Hotel Administration from Cornell University. [http://www.linkedin.com/pub/janet-gerhard/8/511/150][1] [1]: http://www.linkedin.com/pub/janet-gerhard/8/511/150

Ms. Gerhard can be contacted at 215-518-2425 or janet@hospitality-gal.com

Coming up in May 2019...

Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.