What's Happening?
Frasers Hospitality has announced the appointment of Maddy Faulkner as the Head of Reservations for the Europe, Middle East, and Africa (EMEA) region. This move is part of the company's strategy to enhance its commercial leadership and build a centralized commercial center of excellence across these regions. Faulkner brings a wealth of experience in reservations management, guest experience, and operational excellence, having previously held a leadership role at Virgin Limited Edition. In her new position, she will be responsible for developing and implementing a centralized reservations function for Frasers Hospitality's EMEA portfolio, which includes brands such as Fraser Suites, Fraser Place, Capri by Fraser, and Fraser Residence. Her role will focus
on improving consistency, streamlining processes, and elevating service delivery to support commercial performance and enhance the guest journey.
Why It's Important?
The appointment of Maddy Faulkner is significant for Frasers Hospitality as it underscores the company's commitment to strengthening its commercial operations in the EMEA region. By centralizing the reservations function, Frasers Hospitality aims to optimize revenue and improve the guest experience across its properties. This strategic move is expected to enhance the company's competitive edge in the hospitality industry, particularly in a region that is key to its global operations. Faulkner's expertise in developing high-performing teams and enhancing customer touchpoints will be crucial in achieving these objectives. The focus on operational excellence and guest experience is likely to result in increased customer satisfaction and loyalty, which are critical for sustaining growth in the hospitality sector.
What's Next?
As Maddy Faulkner takes on her new role, the immediate focus will be on implementing the centralized reservations function across the EMEA portfolio. This will involve working closely with on-property teams to drive performance and optimize revenue. The success of this initiative will depend on Faulkner's ability to streamline processes and elevate service delivery. In the long term, Frasers Hospitality may look to replicate this centralized approach in other regions, leveraging the insights and efficiencies gained from the EMEA experience. Stakeholders, including property managers and guests, will be closely monitoring the impact of these changes on operational performance and customer satisfaction.
