Editorial Board   Guest Author

Mr. Gorman

Larry Gorman

Chief Technology Evangelist, SkyTouch Technology

Larry Gorman has 20 years of experience delivering technology solutions to the hospitality industry, serving in various technical and leadership roles focused on property management systems. Mr. Gorman is currently the Chief Technology Evangelist for SkyTouch Technology, a leading technology provider to the hospitality industry. SkyTouch drives customer delight with solutions that deliver easier, faster, and more efficient hotel operations. SkyTouch’s flagship product, the Hotel OS®, is the most widely used cloud-based property management system in the industry, relied upon by more than 6000 hotels worldwide to manage their mission-critical business operations. The Hotel OS is accessible from virtually any device with access to the internet, allowing hoteliers to manage their operations from anywhere. In his role at SkyTouch, Mr. Gorman focuses on business development, product vision, industry education and fostering SkyTouch’s culture of focused innovation. Mr. Gorman works with hoteliers to help them leverage technology to grow their business, improve their operations, and enhance their guest experience. Mr. Gorman is a member of the Vendor Advisory Council for Hospitality Technology Next Generation (HTNG), the hospitality industry’s leading trade association for fostering collaboration between hoteliers and technology providers. He co-chairs the HTNG payments workgroup, partnering with other technology leaders to educate the industry on payments-related technologies and best practices. Prior to his role at SkyTouch Technology, Mr. Gorman led the Property Systems Development group for Choice Hotels International. In that role, Mr. Gorman was responsible for the initial architecture, design, and implementation of choiceADVANTAGE, the industry’s first large-scale, cloud-based property management system. Mr. Gorman is a graduate of Oregon State University with a degree in Industrial and Manufacturing Engineering. Please visit http://www.skytouchtechnology.com for more information.

Mr. Gorman can be contacted at 602-337-2800 or lgorman@skytouchtechnology.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.