Editorial Board   Guest Author

Ms. Oliver-Knappe

Stacey Oliver-Knappe

Owner, The Customer Service Gurus

Stacey Oliver-Knappe is the owner and chief consultant of The Customer Service Gurus, headquartered in beautiful Orlando, Florida. During her career, she has personally trained more than 10,000 people in leadership and professional development skills, and has reached many with her customized program, The Secret to Customer Service Excellence. Ms. Oliver-Knappe has also developed customized training programs for some of the largest companies in the hospitality industry and for customer contact centers. Ms.

Oliver-Knappe began her career at Walt Disney World where for eight years she worked in a multitude of guest service roles, primarily in front office operations. Her happily ever after Disney involved developing her foundational Disney training skills as a new hire trainer, then adding to her academic knowledge plus working several positions in the learning area. Her last formal role was in learning and development management. Her last formal role was in learning and development management, leading a team of trainers for an international timeshare company

She is a self-proclaimed Training Fanatic! Ms. Oliver-Knappe's clients range from multinational corporations to small businesses and non-profits. In 2012, she started The Customer Service Gurus after devoting 15 years to developing her training expertise in corporate environments. Partnering with clients, she helps them achieve performance improvement through small actions (such as clarifying policies) and large initiatives (such as creating and implementing worldwide training programs). She is a well-praised speaker who shares her hopeful vision of customer service, hospitality, and human resources practices to her audiences.

Ms. Oliver-Knappe has a master's degree in Adult Education, focusing on training and staff development, from the University of South Florida, and has earned PHR and SHRM-CP Human Resources designations. She lives in Orlando with her husband Rolf and her two cats. As a devoted lifelong learner herself, she is currently working on improving her cooking skills; she has completed a marathon and is a feisty kickboxer.

Please visit http://www.thecustomerservicegurus.com for more information.

Ms. Oliver-Knappe can be contacted at 407-495-0846 or stacey@thecustomerservicegurus.com

Coming up in August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.