Editorial Board   Guest Author

Mr. Quezada

David Quezada

Vice President - Loss Control, EMPLOYERS

David M. Quezada has been Vice-President of Loss Control Services for EMPLOYERS since 2014. He is responsible for providing leadership, direction and management oversight of the loss control operations, ensuring field staff operates within established company/functional policies, procedures and guidelines. Mr. Quezada has served in various executive management positions with EMPLOYERS, most recently as Senior Vice President/General Manager, Strategic Partnerships & Alliances, from January 2006 to May 2014. He was responsible for the marketing and underwriting of business produced through non-traditional, strategic partnerships, and the identification of new, strategic partnership opportunities. Prior to that time, Mr. Quezada served as Vice-President, Loss Control, with Employers Compensation Insurance Company. He is an accomplished executive with extensive workers’ compensation insurance industry experience and proven achievement in various corporate leadership positions. Mr. Quezada holds a B.A. degree from Cal Poly Pomona University. EMPLOYERS, America’s small business insurance specialist®, offers workers’ compensation insurance and services through Employers Insurance Company of Nevada, Employers Compensation Insurance Company, Employers Preferred Insurance Company, and Employers Assurance Company. Insurance is not offered in all jurisdictions. Please visit https://www.employers.com/ for more information.

Mr. Quezada can be contacted at 800-588-5200 or losscontrol@employers.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.