Editorial Board   Guest Author

Mr. Xavier

Brandon Xavier

Founder, OnCall

Brandon Xavier is the Founder of OnCall, a mobile (for iOS and Android devices) service that enables consumers and businesses to recruit and retain experts from a multitude of industries. Along with reviews or background information about each professional, as well as the freedom to video chat with the candidates of your choosing, OnCall allows you to find and hire the right specialist – in just a few minutes. This achievement represents a broader theme concerning Brandon's approach to technology, and, with regard to clients and consultants, a more immediate and intimate way for businesses to connect with colleagues throughout the world. That principle humanizes technology: It is Brandon’s acknowledgment that we are inherently social beings – we value face-to-face communications, or the appearance thereof – and, to the extent that a mobile application can bridge oceans and continents and reconfigure data into a high-resolution image of a friend or coworker, that the only thing separating two people at opposite sides of the globe is a wafer-thin piece of polished glass, when technology makes this possible – when it gets out of the way – it fulfills our most humane instincts. Brandon makes that experience possible by combining the eternal values of the liberal arts with the timely virtues of the latest forms of technology. This union gives users the options they want with the sense of personalization they crave. A native of Toronto, Brandon holds a BSc in Computer Science from Staffordshire University (UK) and an MBA from the University of Toronto. Please visit http://on-call.me/ for more information.

Mr. Xavier can be contacted at 416-877-2746 or brandon.xavier@voxsync.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.