Ms. McDargh

Eileen McDargh

Principal

The Resiliency Group & McDargh Communications

Eileen McDargh is the founder and CEO (Chief Energy Officer) of The Resiliency Group and McDargh Communications.

Ms. McDargh helps organizations and individuals energize the life of their business and the business of their life by developing skills to respond to constantly changing professional and personal demands. She draws upon practical business know-how, life's experiences and years of consulting to major national and international organizations that have ranged from global pharmaceuticals to the US Armed Forces, from health care associations to religious institutions.

Ms. McDargh is the author of six books, including Gifts from the Mountain: Simple Truths for Life's Complexities, a Benjamin Franklin Gold Award winner. Her newest book, Your Resiliency GPS A Guide for Growing Through Life & Work has been met with high acclaim as an organizational resource. As a business author and commentator, shes appeared on network news, on radio programs and in business journals and in major metropolitan newspapers.

Ms. McDargh can be contacted at 949-496-8640 or eileen@eileenmcdargh.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.