Editorial Board   Guest Author

Mr. Cush

Alastair Cush

Head of Global Lodging Business Development, Kaba

Alastair Cush is the Head of Global Lodging Business Development at dormakaba, a leading provider of high quality access management solutions, locks, cylinders, physical access systems, enterprise data and time recording, and hotel access systems. dormakaba provides the Saflok and ILCO brand of electronic locking solutions. Based out of dormakaba’s office in Montreal, Canada, Mr. Cush graduated with an MBA from HEC Montreal Business School. Mr. Cush has been part of the dormakaba group since 2005, holding previous management positions in Product Management and Marketing for the lodging segment. Mr. Cush acquired a strong knowledge of the lodging business, and nurtured partnerships between dormakaba and major hotel chains while positioning dormakaba as an innovation leader. It is the ambition of Mr. Cush and dormakaba to make access in life smart and secure. In a world of perpetual evolution, Mr. Cush participated in the deployment of several new technologies in the hospitality industry, including dormakaba’s Mobile Access Solutions that allow guests to enter their hotel rooms using their mobile device as an access key. Working in close collaboration with the dormakaba Engineering team and constantly focusing on improving the hotel guest experience, Mr. Cush plays an instrumental part in the development of customer driven solutions that meet requirements in terms of functionality and design. In his role as Head of Global Lodging Business Development Mr. Cush plays a crucial role in the dormakaba organization, working in close collaboration with the company’s regional organizations in Europe, the Middle-East, Africa and Asia Pacific. Please visit www.kaba.com for more information.

Mr. Cush can be contacted at 514-735-5410 x236 or alastair.cush@kaba.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.