Editorial Board   Guest Author

Mr. Hoare

Mark Hoare

Partner, The Prism Partnership

Mark Hoare has over 30 years hospitality and hospitality technology experience within the European and North American marketplaces. Drawing upon his hotel operations and management career with companies such as The Savoy Group, Royal Classic Hotels, Sheraton and Disney, he made the transition into hotel technology in the early 90ís. With Hotel Information Systems he rose through a series of positions culminating in the role of General Manager Western Europe. Later he moved to the United States and focused his attentions on Central Reservations and Distribution technologies by joining Anasazi, which later became Pegasus Solutions. At Pegasus he held VP of Product Management positions with P/L responsibilities for both their Reservations and Distribution business lines. In his most recent corporate position he was SVP of Travel Cruise & Hospitality with IBS. In 2005, while still fully involved in the corporate world, Mr. Hoare founded his own consulting and services company as a means to further contribute to the hospitality industry. In 2007 he transitioned into full-time consulting becoming a partner with The Prism Partnership where he now draws upon all of his hotel operations, management and technology experience to bridge the gap that so often exists between these primary areas. Mr. Hoare is passionate about the development of new business solutions and complementary technologies that result in more efficient and cost contained hotel operations, and also with breakthrough technology solutions that remove legacy barriers to the flow of electronic commerce between hotel suppliers and the distributors of their products. A long standing member of industry organizations such as HTNG, HSMAI, HEDNA and HFTP, Mr. Hoare frequently presents at their conferences and also regularly contributes articles to the industry press. Born and educated in England, Mr. Hoare has traveled and worked extensively throughout: Europe, the Middle East, Africa, North America, and for the last nineteen years has been based in the United States where he currently resides with his family in Atlanta, Georgia. Please visit www.theprismpartnership.com for more information.

Mr. Hoare can be contacted at 404-424-9258 or mhoare@theprismpartnership.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.