Did you know?
73% of hotel guests want local recommendations when surveyed for the Monscierge Guest Experience Management (GEM) Report.
How long have you worked for the company? I started with Monscierge in November, 2010.
What is your job position and what are your responsibilities? I'm Vice President of Customer Development. It's my responsibility to maintain all of our current customer accounts, and lead the various aspects of supporting the software and our units. That's the technical description of my job; but really it's my mission in life, and in my job, to keep our customers happy, get to know them by name, get a feel for their property and their individual needs, and try to meet those on a daily basis. I want them to LOVE their Monscierge unit, and our company, and be happy about inviting us into their lobbies to help keep their guests happy.
Please tell me about your most rewarding or satisfying experience, your proudest moment, since you joined the company. This is a tough question. I've been proud at a lot of milestones and moments - this is a great company, making huge progress and always learning as we go, so I'm proud to watch that growth every day. I'd say for me, though, my most rewarding experiences have been when I've been able to go personally meet some of our customers at their location and really listen to them, much more closely than I get to in a regular phone call to our office. It helps to see their surroundings, and get a feel for their own goals, so that I can serve them better.
What is the strangest request you've ever had from a caller or customer? Interesting question, but... oddly, nothing comes to mind except for maybe a couple out-of-state customers who have asked me out on dates. I think I'd take any other strange request as an opportunity to see just how far I can stretch my abilities and accomplish what they're looking for.
Before working here, what was the most unusual or interesting job you've ever had? I worked in suicide prevention - I was able to go talk to students, as well as adult groups, about how to recognize signs in their friends and family, and how to intervene if someone was depressed or considering ending their life. I learned great listening skills, and I use those in my current job as well.
What is your favorite thing about your job? I definitely love the challenge of trying to make people happy when they aren't at first... by really listening to people, you can learn a lot more than just what they think they called about initially, and you can connect with them. Everybody wants to be heard.
What do you think sets Monscierge apart from the competition? All sorts of things -- I'd like to say of course that our customer service does it... but there is still so much for me to learn and improve upon in the customer service area. Our recommendation network sets our software apart from similar ones because every listing on our screens has been researched, reviews have been read, and the merchants must pass criteria in order to be considered a Monscierge recommendation, as opposed to just advertising boards, or directory listings. Our creative team and our software development team are really extraordinary too - serious out-of-the-box thinking that enables us to really be different.
What is your favorite thing to do with your time away from work? I have kids, who I thoroughly adore and enjoy every single moment with. I'm also in graduate school working toward my Masters in Counseling, so most of my free time is spent doing homework.
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