Editorial Board   Guest Author

Mr. Boos

Felix Boos

Co-Founder and Director, FeedbackNow

Felix Boos is the Co-Founder and Director of FeedbackNow US, a 2016 US startup focusing on improving customer feedback management and customer satisfaction in service related industries. FeedbackNow US offers the unique feedback management solution from FeedbackNow International (Switzerland) as well as consulting services. The intuitive feedback device achieves highest participation ratios and delivers real time results, closing a gap that hasnít been covered by traditional solutions. The FeedbackNow team has successfully implemented the solution at various airports, hotels, amusement parks, fitness & health clubs, restaurants as well as hospitals and city services. Mr. Boos has 20+ years of experience as an executive in the aviation industry with Lufthansa German Airlines focusing on sales and service developments. He has been instrumental to setting up the call center network around the world and was in charge of several international sites and entities, where he spearheaded the recruitment process, training and service delivery. Later he took over responsibility for sales and service in Western Europe for the freight division, pushing digitization and efficiency while focusing the teams on delivering solutions for their customers. He is passionate about listening to customers and delivering excellent service on a daily basis and understands the travelers entire journey and what is needed to achieve highest customer satisfaction ratings. In his role at FeedbackNow, Felix is providing a full-service approach, ensuring that the clients gain maximum insights from their customerís feedback. Felix Boos is based out of Los Angeles, California. Please visit http://www.feedbacknow.us for more information.

Mr. Boos can be contacted at 310-658-0793 or fboos@fbnsolution.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.