Editorial Board   Guest Author

Mr. Razdan

Rahul Razdan

CEO, Ocoos

Rahul Razdan is the CEO of Ocoos, which enables business owners to quickly and intuitively build a world-class marketing solution for their respective interests. Ocoos is the result of Mr. Razdan's extensive experience involving sales and marketing, and research and development (R&D). With over 25 years of managerial and senior-level positions with a variety of organizations, including his successful sale of two technology companies (concerning, respectively, programmable logic devices and wireless power) to Xilinx Corporation (XLNX) and Qualcomm, Rahul is a top entrepreneur and executive within his areas of expertise. His career also features a distinguished series of accomplishments on behalf of Cadence Design Systems (CDNS), overseeing a $300+ million P&L portfolio. That mastery further applies to Rahul's role as a computer architect for Digital Equipment Corporation's (DEC) famed CPU design team. During this period, Mr. Razdan had the distinction of being awarded over 25 patents and having authored over 20 peer-reviewed articles, three of which are Best-of-Conference papers. In addition, he is the recipient of the Outstanding Lifetime Achievement Award for Contributions in the Field of Reconfigurable Computing from Harvard University. Mr. Razdan holds a BS and MS from Carnegie-Mellon University in Electrical Engineering, as well as a PhD in Computer Science from Harvard University.

Mr. Razdan can be contacted at 978-549-5013 or rahul.razdan@ocoos.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.