Editorial Board   

Mr. Renard

Stephen J. Renard

President, Renard International Hospitality Search Consultants

Stephen J. Renard was born in Toronto and attended the University of St. Michael’s College in the University of Toronto graduating in 1970 with a Business Degree. For the past 45 years, he has been the founder and President of Renard International Hospitality Search Consultants, which is the Leading Executive Recruitment Firm serving the Hospitality Industry worldwide. This year Renard International celebrates its 45th anniversary and in 2014, we completed management searches in over 30 countries internationally. Just as recent as in December 2014, Mr. Renard completed the most challenging placements in Mongolia and Nepal and is proud to say that, “we have now placed at least one individual in every country in the world”! This is unique since many of the countries that he has done business with, did not exist when Renard International first opened for business in 1970. Each and every year, Mr. Renard travels to over 30 countries meeting with clients and candidate’s everywhere. Not to mention the importance of staying well-informed on current trends and practices. He is a hospitality specialist who is recognized as the benchmark of recruitment companies. What you may not know about Mr. Renard is that he is an avid collector of antiques and his hobby is numismatics and he has a large collection of old coins. He also enjoys playing squash regularly and his preseason so far has been intense. With the wonderful support of his wife, Jacqueline and two children, Lisa and Paul, who are following their father’s footsteps, I know that Mr. Renard is someone that you can trust and who will go the extra mile to ensure your success.

Mr. Renard can be contacted at 416-364-8325, ext. 228 or steve@renardinternational.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.