Dr. Tinnish

Susan Tinnish

Senior Strategist

Minding Your Business

Sue Tinnish, Ph.D., is a Senior Strategist at Minding Your Business. Minding Your Business (MYB) is a strategic agency that specializes in customized solutions that solve the most pressing strategic challenges impacting organizations and destinations today. Strategy is the cornerstone of all of our services. MYB works with client organizations by developing relevant, meaningful and sustainable approaches to strategic planning, branding, marketing/ communications strategies, development and sales/customer/member initiatives, plus helping organizations engage with their audiences through re-engineered meetings and events.

MYB has a 20+ year proven record of organizational transformation. Our work is rooted in research and evidence-based decision making. Dr. Tinnish works with clients on strategic planning, organizational change and business innovation.

Formerly, Dr. Tinnish served as the dean of the Kendall College School of Hospitality Management and the International School of Business. As Dean, she oversaw and managed all aspects of the Schools including faculty and curriculum selection, assessment and program direction. She served as a member of Kendallís academic leadership team. Initially joining Kendall as a faculty member, Dr. Tinnish taught courses on leadership, organizational behavior, sustainability, meeting management and human resource.

She is a highly regarded thought leader in the hospitality industry. Dr. Tinnish is a frequent speaker at industry conferences. Some of her recent publications include: Embedding Sustainability into a Hotel: One leaderís view of the creation of a Corporate Social Responsibility (CSR) program, co-written with Dr. Kevin Lynch appearing in Sustainable Hotels: Exploring the Opportunities for Value Creation, Greenleaf Publishing, 2016. Also appearing in the same book is her chapter, A Strategic Decision Framework for Hotel Managers Embarking on a Sustainable Supply Chain Management Initiative. She also contributed two chapters (Designing the Meeting Experience and Strategic Meetings: Aligning with Organizational Priorities) to Professional Meeting Management: A Guide to Convention, Meetings and Events, 6th edition.

Dr. Tinnish earned her PhD from Benedictine University in Lisle, Illinois. She holds an M.B.A. with a concentration in finance and marketing from University of Chicagoís Booth School and a B.S. in communication studies from Northwestern University.

Please visit http://www.myb.net for more information.

Dr. Tinnish can be contacted at 312-870-7155 or sue.tinnish@myb.net

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.