Editorial Board   Guest Author

Mr. Gillespie

Adam Gillespie

Founder, BroadView IP

Adam Gillespie is the founder of BroadView IP, a leading integrator in mobile technologies and video applications, creating innovative digital experiences for businesses and consumers based on IP technology across a wide range of accessible devices. BroadView IP works to minimize the risk of technology investments from workforce automation, entertainment, to e-commerce. We seek to generate immediate revenue and minimize the risk of investing into expendable technologies along with providing support for various hardware profiles and platforms. BroadVIew seeks to provide a seamless transition into today’s mobile-ready technology marketplace. Mr. Gillespie has a diverse background in hospitality technology consulting and hotel profit management with over 10 years’ experience supporting the efforts of Hotel Technology Next Generation (HTNG) and the International Hotel Technology Forum (IHTF). He has also played a major support role in the largest hospitality technology focused conference, HITEC as a technology supplier and as a delegate sourcing new technologies for clients in the hospitality marketplace. Mr. Gillespie is experienced in working with a wide variety of hotel management groups, franchises, and independent boutique hotels internationally. He has assisted with cost and contract management, in-room technology such as IPTV, VOiP, private VPNs, video content distribution, hotel networking and ultra-fast high-speed internet services. Prior to his career in hospitality technology, Mr. Gillespie worked as a high-frequency radio operations specialist in the United States Coast Guard. He is currently based out of Tampa Florida, and when not involved with work, is always looking forward to spending time with his wife and two daughters. Please visit www.broadviewip.com for more information.

Mr. Gillespie can be contacted at 844-840-4788 or adamg@broadviewip.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.