Editorial Board   Guest Author

Mr. Chopra

Bhanu Chopra

CEO, RateGain

Bhanu Chopra, aged 40, is an India-based young and dynamic entrepreneur, currently the CEO of RateGain, an IT solutions, a company he founded in 2004. Mr. Chopra has a masters degree from Indiana University Bloomington, USA in Finance and Computer Science. Mr. Chopra started his career at Deloitte Consulting serving several Fortune 500 companies in Chicago. He is currently the CEO of RateGain, a company he founded in 2004. Prior to setting up RateGain, he co-founded Riv Consulting. He started RateGain in response to the increasing popularity of Online travel agencies (OTAs) like Expedia and Orbitz in the west, when he identified the business need of these OTAs to compare rates across their competitor websites. Mr. Chopra has been profiled on the Young Turks program of CNBC-TV18 and was shortlisted as a finalist for the "Red Herring 100 Asia" Awards 2008 and again recognized as a great entrepreneur for his active participation & involvement as a part of “iSpirit’s” Podcast series where he shared his views on transforming India into a hub for new generation software products. Mr. Chopra is a sought after speaker in the travel and hospitality technology space. He has been speaker/ panelist at various HSMAI events, Hotel technology Conference, China Low Cost Airline Summit, Independent Hotel Show etc. He is also a contributor to publications like ‘Entrepreneur’ and ‘The Economic Times’. Mr. Chopra is a visionary, achiever and a great leader. With his great passion and remarkable dynamism, he has taken RateGain to great heights. Today he guides the development of RateGain’s service offerings and delivery methodologies.

Mr. Chopra can be contacted at bchopra@rategain.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.