Editorial Board   Guest Author

Mr. Adelson

David Adelson

President & CEO, Intelity Corporation

David Adelson is founder, CEO and president of Intelity, creator of integrated guest services software for the hospitality industry. Since the company began, Intelity has installed its unmatched ICE platform on multiple devices (TVs, smartphones, tablets and PCs) at more than 500 hotels on six continents. It was the first company to allow hotels to offer guest services on tablet in guestrooms and through guests’ personal devices. Mr. Adelson has used his background in business that began with his graduation from Penn State as well as nearly two decades of executive leadership experience within the travel and hospitality industries to shape Intelity into a company with a presence within the portfolio of every major hotel brand in the world. In 2011 and 2013, Intelity was awarded with the HFTP Visionary Award. Mr. Adelson currently currently serves on the HTNG Vendor Advisory Council and has previously been an administrator for hospitality industry courses at Boston College, Cornell University and Drexel University.

Mr. Adelson can be contacted at 888.738.7271 or david.adelson@intelitycorp.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.