Ms. Scholar

Debi Scholar

President

The Scholar Consulting Group

Debi Scholar, author of SMM: The Strategy Quick Reference Guide, offers guidance to Fortune 1000 and mid-size companies on issues surrounding supply chain and expense management categories, including airlines, hotels, meetings, ground transportation, corporate card programs, and travel management companies.

Before founding her own consultancy in 2010, Ms. Scholar was with PricewaterhouseCoopers (PwC) for 13 years. In her last position there, she was Lead for consulting with clients on Travel and Entertainment Expenses. She also held positions as the Meetings and Group Travel Director, and eSupport and Training Director.

Ms. Scholar is acknowledged nationally for groundbreaking efforts in shaping the Strategic Meetings Management (SMM) industry and integrating Travel and Meetings teams with Procurement. She is also an expert in driving virtual meeting adoption, both to reduce T&E costs and complement face-to-face events. In 2002, she became the first Meeting Director to include virtual meetings under her direction. Among her industry activities, Ms. Scholar was a trustee of the GBTA Foundation and was co-chair of the association’s Groups & Meetings Committee for four years. To advance the SMM industry, Scholar has created a host of innovative tools and resources for travel and meetings professionals, and she supplies the industry with numerous publications via her blog (http://www.teplus.net).

In 2010, Corporate & Incentive Travel magazine recognized Ms. Scholar as one of four of SMM’s “Movers and Shakers,” and, in 2008, the publication named her one of the “Top 20 Changemakers” who influenced the meetings management industry. Business Travel News also named her “Best Meeting Practitioner” in 2007. Her many professional designations include: UPenn/Wharton Aresty Executive Education/Global Business Travel Association (NBTA) Global Leadership Professional (GLP); Meeting Professionals International Certificate in Meetings Management (CMM); Convention Industry Council Certified Meeting Professional (CMP); GBTA Corporate Travel Expert (CTE); Six Sigma Green Belt and Chauncey Certified Technical Trainer (CTT).

Ms. Scholar can be contacted at 908-304-4954 or debi@debischolar.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. It’s 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. It’s 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.