Editorial Board   Guest Author

Mr. Reaney

Randy Reaney

Founder, CEO, Impervio Technologies Inc.

Randy Reaney is the Founder, CEO of Impervio Technologies Inc. www.impervio.com, a dynamic new software company based in Toronto, Canada specializing in impenetrable Cyber Security Automation and which is comprised of some of the world's brightest and most sought-after security, software and technology experts. He has over twenty-five years of global business experience with organizations in the software, banking, real estate, media, sales and marketing fields. During his career Mr. Reaney has been involved in numerous successful start-ups with very a successful track record in marketing and sales and rapid business growth. Randy has successfully launched, and built various companies in different market sectors. He was Vice President of Sales & Marketing at Nuva Technologies Inc. from 2004-2011. Nuva Technologies Inc. (www.nuvatech.com) is a Toronto-based global, total solution provider for the Digital Media Industry and marketer of the World’s # 1 Rated Digital Signage Software Platform and high-quality, state-of-the-art, patent pending AVITAR software - viewer recognition, tracking and reporting technology. Mr. Reaney was also Co-Founder, President and CEO of a Bankcard and Merchant Services company that specialized in the private label bank POS terminal industry. He was directly involved in the company’s infrastructure, organization, and corporate financing. Mr. Reaney was instrumental in negotiating a joint venture partnership with Scotiabank, one of Canada’s major banks, which allowed the company to quickly become the industry leader in the bank POS market within the first few months of operation of the company.

Mr. Reaney can be contacted at 416-628-9447 or Randy@imperviotech.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.