Editorial Board   Guest Author

Mr. Porter

Jason Porter

Regional Managing Director, Pinkerton

Jason Porter CPP, is a Regional Managing Director at Pinkerton, and has been involved in corporate, criminal, and civil investigations and executive protection for over 15 years. He served honorably in the U. S. Marine Corps as a non-commissioned officer with the 1st Fleet Anti-Terrorism Security Team Company working with both public, private and federal organizations. During his time with FAST Company he was highly trained in counter/anti-terrorism operations, hostage rescue diplomat security. After leaving the Marine Corps Mr. Porter was hired by a prominent investigations and consulting firm in Las Vegas as the Director of Operations & Investigations. He has been a successful executive with two major contract security companies, where he was responsible for over three-thousand billable hours per week. He has managed the security at many facilities including a DOE Security contract which provided armed and unarmed security. He has developed training and quality assurance programs that increased the production and effectiveness of the security forces for numerous clients. Jason has over 15 years of high-level corporate security experience, and has been awarded his Certified Protection Professional (CPP) by the American Society of Industrial Security (ASIS). Mr. Porter successfully developed and implemented an anti-piracy and counterfeiting enforcement and training program. This program was largely successful in Nevada, Arizona, and Utah where he has conducted identification of pirated/counterfeit product training for numerous local, state, and federal agencies. Mr. Porter has been invited to and spoke at the National Gang Conference on the connection between street gangs and intellectual property crimes. Mr. Porter is currently a court recognized expert, and has testified on behalf of the plaintiffs and the defense. He has conducted numerous employee theft and loss investigations for various corporations, and has extensive training and experience in interviewing and interrogation techniques

Mr. Porter can be contacted at 46-431-5598 or Jason.Porter@pinkerton.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.