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 The June Online Hotel Business Review




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Feature Focus
Sales & Marketing: Who Owns the Guest?
Hotels and OTAs are, by necessity, joined at the hip and locked in a symbiotic relationship that is uneasy at best. Hotels require the marketing presence that OTAs offer and of course, OTAs guest’s email when it sends guest information to a hotel, effectively allowing OTAs to maintain “ownership” of the guest. Without ready access to guest need hotel product to offer their online customers. But recently, several OTAs have decided to no longer share a data, hotels are severely constrained from marketing directly to a guest which allows them to capture repeat business – the lowest cost and highest value travelers. Hotels also require this data to effectively market to previous guests, so ownership of this data will be a significant factor as hotels and OTAs move forward. Another issue is the increasing shift to mobile travel bookings. Mobile will account for more than half of all online travel bookings next year, and 78.6% of them will use their smartphone to make those reservations. As a result, hotels must have a robust mobile marketing plan in place, which means responsive design, one-click booking, and location technology. Another important mobile marketing element is a “Click-to-Call” feature. According to a recent Google survey, 68% of hotel guests report that it is extremely/very important to be able to call a hotel during the purchase phase, and 58% are very likely to call a hotel if the capability is available in a smartphone search. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.