Editorial Board   Guest Author

Mr. Garcia Rosa

Arturo Garcia Rosa

President & Founder, SAHIC South America and SAHIC Cuba

With more than 35 years of experience in hospitality, Arturo Garcia Rosa is regarded as one of the leading authorities and advisors in the hotel, travel and tourism industries in Latin America. His publications, articles, and presentations reflect his passionate interest in keeping current with industry developments throughout Latin America, as well as his profound insights, vision, and in-depth knowledge of the industry. In 1995 he founded RHC Hospitality Consulting [www.rhc.la][1], one of the most respected consulting firms based in Latin America. In 2008, Arturo founded SAHIC – the South American Hotel & Tourism Investment Conference – the only annual event of its kind in Latin America, aimed at promoting hotel and tourism developments and related real-estate projects in the region. In May 2017, he will host the first hotel investment conference in Cuba, SAHIC Cuba, in conjunction with the Cuba Ministry of Tourism. Mr. Rosa's career is as extensive as it is prestigious in the hospitality sector in Latin America; he was President & Managing Director of Buenos Aires’ renowned Alvear Palace Hotel from 1984 to 1995, where he led the project to rebrand and reposition one of most iconic hotels in the world. He also served as President of Welcome Argentina (1992-1994) and was Founder and CEO of Destino Argentina (2003-2005), a non-profit organization whose mission is to promote Argentina as a travel destination. Mr. Rosa was also the force and brainpower behind the Argentina 2010 Travel & Tourism Plan, the first-ever destination marketing strategic plan for the country. [1]: http://www.rhc.la Please visit www.sahic.com for more information.

Mr. Garcia Rosa can be contacted at 54-9-11-4445-7646 or agrosa@sahic.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.