Ms. Gaulin

Sorya Gaulin

Director, Corporate Public Relations

Four Seasons Hotels & Resorts

You already know Sorya Gaulin. You have read about her in news stories. She is ďThe Woman Who Declined to Comment.Ē

Ms.Gaulin became the Director of Corporate PR at Four Seasons in July of 2007. In 2010, she added Social Media to her roster, underscoring her expertise as a highly innovative and integrated marketer. In her role, she oversees all PR and Social Media agencies on a global basis. Having been a journalist once herself, Ms.Gaulin comes to Four Seasons with a keen understanding of what makes a compelling story.

As a seasoned traveler, she takes a global outlook and emphasizes the importance of understanding cultural differences and how they impact marketing. Through this lens, she works with her team to develop clever and creative campaigns that truly connect with people, as thatís what Four Seasons is known for.

With more than 15 years of experience in brand marketing, Ms.Gaulin has lots to say on the topic of brand power and feels blessed that has only worked for brands that she truly loves. In her former role as Director of Marketing and then Vice President of Public Relations and Corporate Giving with Indigo Books & Music Inc, Ms.Gaulin oversaw all aspects of the retailerís external communication as well as author and celebrity events including Bill Clinton, Sting and Jamie Oliver, and three memorable Harry Potter launches. Prior to this, she led Marketing, Public Relations and Social Campaigning for The Body Shop Canada, which took her on a road trip across Canada speaking about violence against women and body image issues.

Not surprisingly, Ms.Gaulin takes great pleasure in a good e-book, loves food and has tried many weird delicacies through her travels, and enjoys photography and fishing. As a native of Quebec, she is fluent in French and English; she will also speak Italian when forced to in Italy; and can manage to order a meal in Czech (as long as itís beer and fried cheese). When asked to speak about this, Ms.Gaulin politely declined to comment.

Ms. Gaulin can be contacted at 416-441-4440 or sorya.gaulin@fourseasons.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 Ė 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. Itís 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. Itís 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.