Editorial Board   Guest Author

Mr. Clervi

Anthony Clervi

Vice President, UNA Purchasing Solutions

Anthony Clervi is the vice president of growth at UNA Purchasing Solutions, a Kansas City, Missouri-based group purchasing organization dedicated to helping businesses and organizations across multiple industries improve their financial and operational performance. UNA Purchasing Solutions began in 2003, serving primarily the healthcare and education markets. Today, UNA operates with Vizient, a supply contracting company, to provide members with an extensive, competitive supply portfolio across industries. UNA Purchasing Solutions and Vizient provide members with more than $60 billion in combined annual purchasing power. Having previously served as a business consultant for ServiceLive and a marketing manager for HomeAdvisor, Mr. Clervi provides consistent leadership and strategic direction for company success. He specializes in helping top companies, hospitality groups, and trade associations lower their operational costs and improve their supply chain management techniques. He holds a bachelorís degree in economics and finance from McKendree University. Mr. Clerviís thought leadership has been featured in publications ranging from Chief Executive to Corp! Magazine to NonProfit PRO. His philanthropic interests include improving access to education and healthcare, and heís a proponent of expanding studentsí interest in science and technology. Within the Kansas City community, Mr. Clervi contributes to the Ewing Marion Kauffman Foundation and Special Olympics Kansas. Heís an active member of the KC Enterprise Network and supports local church organizations. Please visit http://www.unapurchasing.com/ for more information.

Mr. Clervi can be contacted at 573-445-4321 or info@unapurchasing.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.