Editorial Board   

Mr. Broadhag

Kurt A. Broadhag

President, K Allan Consulting

Kurt Broadhag has over 16 years of experience in personal training and gym design. He is president of K Allan Consulting, a firm specializing in health club design and management. K Allan Consulting works in unison with property owners, architects, and interior designers to address fitness solutions and develop functional workout environments. The company specializes in two-dimensional and three-dimensional fitness facility renderings, consulting from conceptual design to final installation. Kurt graduated from California State University, Long Beach with his degree in Exercise Physiology and Dietetics. In 1992, Kurt got involved with gym design opening the Warner Bros. Fitness Center where he implemented a number of programs. He then moved on to create and manage two adjoining gyms on the Paramount Studios lot. There, he supervised the training of music, TV and film stars, and Paramount Studio executives. During this time, Kurt also graduated with a Masters in Sports Medicine and obtained a number of professional certifications, including Certified Strength and Conditioning Specialist (CSCS from the National Strength and Conditioning Association (NSCA), Certified Massage Therapist (CMT), Advanced First Aid Certification and CPR/First Aid/AED Instructor Certification, and T.O.U.C.H Training Certification. Kurt also served as the National Spokesperson for Powerbar and was sent out on publicity tours in radio, TV, and magazines promoting the Powerbar line. Recently he obtained his LEED AP certification and has authored numerous articles on green fitness center design.

Mr. Broadhag can be contacted at 310-601-7768 or kbroadhag@kallanconsulting.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.