Editorial Board   

Mr. Wise

Daniel Wise

Founder and Chief Product Architect, revcaster

Daniel Wise is the founder and chief product architect of revcaster a Rainmaker company. A former senior revenue manager with over 15 years of experience in the hospitality industry, he founded revcaster in 2012, after identifying a need in the marketplace for an automated rate shopping solution that would provide increased speed and efficiency in the process of profit optimization. The company quickly established itself as the industry's leading hotel rate shopping tool and was acquired by Rainmaker in 2015. Mr. Wise began his hospitality career behind the hotel front desk, working his way to the position of revenue manager, where he found his calling in the industry. The pricing tools available to him at the time lacked the robust features he felt would have liked to have seen, as a user, and he drew from that wish list when he began to develop his own software solution. Mr. Wise and his hand-picked team of hotel software experts created an innovative, web-based tool that collects market-specific comp-set hotel price information from hundreds of branded sites and online travel agencies. In less than three years of launching his company, Mr. Wise's commitment to technical excellence based on client needs propelled revcaster to reach an installed base of 5,000+ properties and achieve a 98% customer satisfaction rating. Mr. Wise holds a Masters in Business Administration from the University of Oregon Charles Lundquist College of business, as well as a BS in Business Management from Arizona State University. Please visit http://revcaster.com for more information.

Mr. Wise can be contacted at 888-870-3180 or info@revcaster.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.