Editorial Board   

Mr. O'Day

Michael P. O'Day

Vice President, Wireless Networks, Corning Optical Communications

Mike O’Day is the vice president of the wireless market department at Corning Optical Communications, which is a sector within Corning Inc. that’s specialized in fiber and wireless solutions for communications networks.

Since assuming this role in February 2015, O’Day has spent the past two years leading Corning’s wireless business unit. He is responsible for creating new markets and demand for the Corning® ONE™ wireless platform, an all-optical solution for enterprises’ cellular, Wi-Fi and Ethernet backhaul needs.

Mr. O’Day is a telecom industry veteran with over two decades of experience. He joined the Corning family in 1998 with Siecor, which later became Corning Cable Systems (CCS). He worked in both strategy and marketing organizations for CCS through 2003 and helped lead Corning’s entry into the Latin American cable and connectivity business.

As a knowledgeable wireless leader, Mr. O’Day brings a keen understanding of the wireless market and the requirements to be successful in this business. From 2004 to 2010, he worked in CCS’s optical connectivity product line management organizations where he helped launch CCS’s fiber-to-the-home product lines in support of Verizon’s FiOS initiative.

In 2010, Mr. O’Day became the program manager for Corning’s IDAS Wireless Program, culminating in the acquisition of MobileAccess in 2011. Following the acquisition, he served as chief of staff in the CCS technology organization.

Mr. O’Day received his undergraduate degree from the United States Military Academy at West Point, N.Y. in 1991 and his M.B.A. from Minnesota State University (Mankato) in 1998. He currently resides in the Dallas-Fort Worth area.

Please visit http://www.corning.com for more information.

Mr. O'Day can be contacted at 607-974-9000 or michael.oday@corning.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.