Editorial Board   Guest Author

Mr. Conching

Jon Conching

Director of Sales, Marketing and Events, Hyatt Regency Waikiki Beach Resort and Spa

A seasoned veteran with 40 years of hospitality experience, Jon Conching brings to Hyatt Regency Waikiki Beach Resort and Spa a deep knowledge of the travel industry and the Hawaiian Islands. Mr. Conching’s leadership background includes numerous achievements in sales and marketing for leisure, corporate, group and global travel markets. Prior to his appointment at Hyatt Regency Waikiki Beach Resort and Spa, Mr. Conching served as Regional Vice President of Sales and Marketing for the Hawaii region at Hilton Worldwide. Mr. Conching began his hotel sales career at the Sheraton Waikiki as Area Sales Manager in 1983, before joining Hilton Hawaiian Village in 1987 as Convention Sales Manager. Following a series of promotions at Hilton Hawaiian Village, Mr. Conching was appointed Area Director of Sales at Hilton Resorts Hawaii. It was there he climbed the ranks to Regional Vice President of Sales and Marketing for the Hawaii region and Select Resorts at Hilton Worldwide, where he oversaw sales and marketing for the former Turtle Bay Hilton, Kona Hilton, Hilton Hawaiian Village, Hilton Waikoloa Village, Grand Wailea, the Doubletree by Hilton Alana Waikiki properties in Hawaii, and also, the Hilton owned and managed resorts in San Diego, Phoenix and Palm Springs. In his spare time, Mr. Conching enjoys spending time with his wife Jamie, and his three adult daughters, who are also in the hospitality industry in Hawaii. He enjoys surfing, paddle surfing, and swimming. He loves spending time at the beach with friends, cooking and barbecuing. Please visit http://www.hyatt.com for more information.

Mr. Conching can be contacted at 844-278-9140 or jon.conching@hyatt.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.