Editorial Board   Guest Author

Mr. Mandelbaum

Abi Mandelbaum

Founder & CEO, YouVisit

Abi Mandelbaum is co-founder and CEO of YouVisit, the only fully integrated platform for creating, distributing, and monetizing virtual reality and other immersive experiences across all devices, including headsets, mobile, and desktop. YouVisit empowers businesses and institutions to create and share memorable interactive virtual experiences that both engage and convert target audiences. Under Mr. Mandelbaumís leadership, YouVisit has become an industry leader, working with thousands of clients around the world, including top businesses and institutions such as Hewlett Packard, Microsoft, Carnival, Yale, Zumba, and New Yorkís Central Park. Prior to co-founding YouVisit, Mr. Mandelbaum worked in influential positions at both EMC Corporation and The New York Times Company. He graduated magna cum laude with a bachelor's degree in computer science and economics from Brandeis University, where he also played on the Menís Varsity Tennis team. In 2010, he received a masterís degree in business administration (MBA) from The Wharton School at the University of Pennsylvania, where he was a scholar for the National Society of Hispanic MBAs. Mr. Mandelbaum is a fervent advocate of youth entrepreneurship, and when he is not working he enjoys serving as mentor to younger generations, playing tennis, drums, and hiking with his wife and son. Please visit http://www.youvisit.com for more information.

Mr. Mandelbaum can be contacted at 866.585.7158. or Abi Mandelbaum

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.