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All-In-One, Online, Brand Approved: Our Customer-Focused Approach to Hotel Guest Room Design
If you’re wondering how we manage to meet all of your needs and exceed your expectations, you need to meet Nico.
Nico Ford is our Customer Experience Lead. Dedicated to your satisfaction, Nico amplifies the voice of the customer so it echoes through the whole company.
“After thoughtful collection and clarification of feedback, I work alongside the product, procurement, design, and development teams to ensure we’re not just doing what we think is best for our customers, but that we’re constantly improving to meet or exceed their expectations.”
Nico’s interest in customer experience comes from a natural desire to improve people’s lives and provide helpfulness and happiness wherever possible. She began her early career in customer service before studying design.
“I worked in Front of House positions through the start of my career and I used to get a kick out of delivering someone’s personal preferences before they asked. While studying interior and industrial design I learned the astounding impact of a human-centric approach. Co-creation and delighting others gives me a strong sense of satisfaction. I highly value strong connections and secure relationships in my personal and professional life. I find the rewards far outweigh the effort.”
HotelFurniture.com is a customer-focused company, making it a place where Nico can thrive. The platform was designed with the purpose of creating a better way for hoteliers to conduct renovations and new builds.
“I feel poised to really make a difference for our customers. Our team humbles me with their brilliance, experience, and integrity all day, every day. The fact that we can take the stress off of the customer by handling design, communication, and delivery excites me about working with HF.”
Nico recognises that the needs of each customer are unique, and HotelFurniture offers various facets of service based on your needs.
“Anyone can reach me by phone to inquire freely about their curiosities without feeling pressured in any way. I’m also available to chat online through the website to provide assistance while using our platform (or to answer any other questions) if you’d rather an online ‘digital assistant’. You will be able to come to me at any point in a project for answers and updates. Call, text, email, chat, even fax - I’m here to meet you where you’re at.”
The customer experience at HotelFurniture.com begins with listening and learning. As a platform designed to meet your needs, we listen closely to your concerns and adapt wherever necessary to improve your experience.
“I’ve been in the industry for nearly two decades but there’s always a new perspective or consideration to uncover when you enter a new situation. I love it when I get the chance to show customers how they’ve directly influenced business or product decisions. If I can make someone’s life easier by making things more efficient, more reliable, or to a higher quality, I’m absolutely going to fight for that.”
With almost 20 years of experience, we asked Nico what is her favorite part of working at HotelFurniture.
“The thrill of starting something with so much potential. Our core team is so tight-knit, responsive, and smart! We each have the opportunity to really make big decisions. I feel incredibly thankful for the responsibility of being in touch with the people we’re building for and keeping our team connected with the unique and dynamic needs of our customers.”
Focused, hard-working, and caring by nature, Nico enjoyed competitive figure skating in her youth and has recently completed her second half-marathon. She takes care of 30 plants, keeps a vegetarian diet, and enjoys hiking, doing yoga, road-cycling, and camping.
Now that you’ve gotten to know our team, we’re excited to show you what’s possible when smart technology meets responsive customer service.
If you want to get in touch with Nico, email hello@hotelfurniture.com or feel free to set up a free demo here. We are eager to help get you started on your next project.
