Editorial Board   Guest Author

Mr. Loch

Dylan Loch

Founder and President, Hotel Room Alerts, LLC.

Dylan Loch is the founder and president of Hotel Room Alerts, LLC. In this role, he serves as the chief operating officer and handles all business related aspects as well as all external communication and media relations. Hotel Room Alerts, LLC was founded in October of 2013 and has grown from 5,000 users in February of 2014 to over 11,000 users to date. It recently launched its services on mobile applications for both the Apple iOS and Google Android platforms. Prior the creation of Hotel Room Alerts LLC, Mr. Loch studied economics with a focus in business management and hospitality business at Michigan State University.

Mr. Loch can be contacted at 248-703-0704 or lochdyla@gmail.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. 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.