Ms. Hilliard

Tyra Hilliard

Attorney

Tyra Hilliard, Esq.

Tyra Hilliard is an attorney, professor, and speaker. Her law practice focuses primarily on the relationship between hotels and meeting and event groups including group sales agreements, liability issues, intellectual property, and related issues.

Before becoming an attorney, Ms. Hilliard held management roles in hotels, travel, meetings and events, and catering. It was this diverse base of experience that launched both her law and academic careers. A firm believer in walking a mile in someone elses shoes, Ms. Hilliard is able to understand and commiserate with clients and students alike because shes been there.

Serving on the faculty of the College of Coastal Georgia, Ms. Hilliard teaches courses in business and hospitality, including Hospitality & Entertainment Law, Hospitality Crisis Management, and Event Management.

The co-author of a book on Event Project Management, Ms. Hilliard is also published and widely quoted on legal and crisis management issues in academic and industry publications. She is a guest blogger for the Meeting Professionals International/Plan Your Meetings blog. She has an active social media life (@DrMs. Hilliard) where she posts articles and resources related to crisis management and law in hospitality, meetings, and events (and things about her son).

Ms. Hilliard has been honored for professional achievement as an Educator by the Professional Convention Management Association and received national recognition for her contributions to best practices initiatives with the Convention Industry Council and Meeting Professionals International.

She is one of only two people in the world to have earned a PhD in Hospitality and the Certified Meeting Professional (CMP) designation as well as being a practicing attorney.

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

Ms. Hilliard can be contacted at 912-506-8708 or tyra.hilliard@gmail.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Its leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Its the small, thoughtful, personal gestures that matter most and produce the greatest effect. 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.