Editorial Board   Guest Author

Mr. Mattler

Bob Mattler

Managing Director, Pace Equity

Bob Mattler joined PACE Equity in 2015 and is Managing Director of Michigan. PACE Equity is the leading national turnkey PACE project developer and funder in the country. PACE Equity is also the leader in utilizing PACE in hospitality projects. Bobís passion and practice involves assisting a wide variety of developers and building owners to access PACE financing. His current projects include a ground up construction senior living center, adaptive reuse of an old industrial building and a major infrastructure upgrade of a large hospital. As a new economic development tool in Michigan, Bob is helping to open PACE financing to a variety of asset classes, for profit and non-profit entities, bankers, lawyers, brokers and the Michigan commercial real estate industry in general. Combining real property legal skills, commercial real estate brokerage experience and almost ten years of involvement with the local chapter of the United States Green Building Council (USGBC) and its green LEED certification, Property Assessed Clean Energy (PACE) is the means to which Bob helps property owners and developers achieve their property business objectives. Among the highlights of his professional career of helping commercial property owners add value to their buildings includes almost twenty five years as an attorney, property tax consultant and leasing specialist with a boutique retail brokerage firm in the metropolitan Detroit area. Much of Bobís recent interaction with the commercial real estate community in Michigan has been to illustrate the business case for maintaining more efficient buildings which leads to a more valuable real estate investment. Information on this new economic development tool is now available in 30+ states and DC. Please visit http://www.pace-equity.com for more information.

Mr. Mattler can be contacted at 248-762-4370 or bmattler@pace-equity.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.