Editorial Board   Guest Author

Mr. Woodman

Henry Woodman

Founder & President, ICE Portal

As founder and president of ICE Portal, Henry Woodman is committed to delivering the highest standard for rich media creation, management and distribution. This is a commitment that found its roots in television and film production and earned Mr. Woodman four Emmy nominations for his work in network television. With a passion for travel, Mr. Woodman produced and directed films for leading travel destinations worldwide on behalf of major travel companies. These major travel companies included American Airlines, American Express, Eastern Airlines, several government tourism boards, and leading international cruise lines. In 1997 he founded World Travelvision (WTV), a leading content provider for Internet Travel and Tourism. Since its inception, WTV has pioneered the production and distribution of Digital Brochures and Virtual Reality 360°Panormaic Photography. In 2003, World Travelvision was completely rebuilt and renamed ICE Portal. In his now nearly three decades of experience in international travel promotion, Mr. Woodman is considered one of today’s leading travel industry experts on rich media content. He shares his expertise in the recently published book How to Sell Travel on the Internet. This enlightening, entertaining read presents an insider’s view of today’s burgeoning online travel world while guiding the reader through the travel industry’s major distribution channel and sales platform. Henry Woodman is a Florida native and a graduate of the University of Arizona. He is trilingual, speaking English, Spanish, and French fluently, and is a natural entrepreneur. He recently completed his MBA in Entrepreneurship at NOVA Southeastern University.

Mr. Woodman can be contacted at 954-893-6778 or henry@iceportal.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.