Editorial Board   Guest Author

Mr. Murphy

Dave Murphy

Training Director, N-Hance Revolutionary Wood-Renewal

Dave Murphy has been with N-Hance Revolutionary Wood-Renewal, the national partner of The Home Depot for the refinishing of hardwood floors and kitchen cabinets, for more than 15 years. He has been the Training Director for N-Hance Wood-Renewal for the past eight years. As the Training Director his responsibilities include conducting a 10-day course with new franchise owners. Over the course of two weeks, he educates new franchisees on wood floors and cabinets, covering everything from different wood species, the history of wood and different techniques of wood refinishing. Training courses conclude with the successful completion of four in-home projects that include two wood flooring and two cabinet jobs. As of 2014, Mr. Murphy has now joined the Franchise Operation Team for the company. His role for Franchise Operations is to coach franchisees on best practices to running a successful business and teaching them turn it into a profitable business. Prior to working with N-Hance, Mr. Murphy was the trainer for the national franchise Chem-Dry, the world’s largest carpet cleaning company, for four years. Once Mr. Murphy saw the success of the prototypes of N-Hance Wood Renewal in Utah and Seattle, Washington and the brand started to franchise in 2001, he opened up his very own N-Hance in Sandy, Utah. When he and his family chose to move back to the northern part of Utah, he sold his N-Hance Wood Renewal franchise to join the company’s corporate office. Even with 15 years in the industry, Mr. Murphy regularly attends sand and refinish schools and coating classes where he continues to pick up unique techniques to share and teach in his thorough training sessions. Mr. Murphy is instrumental in developing the courses and training sessions that will a part of the N-Hance Wood Renewal’s annual national convention. The courses can range from business development to implementing new products and techniques. Overall, Mr. Murphy is a business man who not only makes sure he is knowledgeable on the latest trends in the industry but he enjoys teaching and sharing his expertise with others that have the same passion. Please visit www.nhance.com for more information.

Mr. Murphy can be contacted at 435-890-1000 or dave.murphy@nhance.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.