Editorial Board   Guest Author

Mr. Pageler

Ranney Pageler

Vice President of Fraud Investigations, EMPLOYERS

Ranney Pageler, Vice President of Fraud Investigations for EMPLOYERS, which specializes in providing workers’ compensation insurance for small businesses, is a 25-year veteran of insurance fraud investigations and leads the company’s Anti-Fraud Program efforts. He is an expert on workers’ compensation fraud and supports agents in their efforts to help policy holders best prepare against fraud, which can have long-term negative effects on their businesses. In addition to his anti-fraud efforts on behalf of EMPLOYERS policyholders, Mr. Pageler also spent nearly two decades in law enforcement. Mr. Pageler’s workers’ compensation fraud investigations have resulted in more than 750 criminal prosecutions in 23 states, including the first criminal prosecution for workers’ compensation fraud in a number of states. His successful cases have been featured on such television news programs as NBC Dateline, ABC Primetime Live, the CBS Evening Network News, A Current Affair, Hardcopy, Real TV and in a five part special news report on cable giant WGN-TV Chicago. He currently serves as chair of the Property Casualty Insurers Association of America (PCI) Fraud Committee. Please visit http://www.employers.com for more information.

Mr. Pageler can be contacted at 800-750-3939 or fraudfighters@employers.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.