Editorial Board   Guest Author

Mr. Alonso

Jorge Alonso

Co-Founder & CEO, Flix Translations Group

Jorge Alonso is co-founder and CEO at Flix Translations Group, a boutique translation service provider based in the USA and Argentina, which serves clients worldwide. He founded the company in 2011 together with Gabriela Arriaran and, since then, have consolidated in the translation industry, with a solid network of over 1,500 linguists and professionals around the world. His experience in the hotel industry and in market research, together with his solid education in business administration, have provided him with the necessary tools to be able to detect business opportunities and focus on solutions for every client. As an enthusiast entrepreneur and passionate for new technologies, Mr. Alonso has always sought to innovate in the translation industry, always looking for new ways of optimizing processes and technologies. He is a member of IDEA in Argentina, where he actively collaborates at the IDEA PyME segment, the Argentinean Chamber of Commerce in Florida, and the American Translators Association. An expert in the translation industry, Mr. Alonso has given lectures on the importance of content localization, localization strategies and methodologies, and cost-optimization tips. During the 6 years he has served as CEO at Flix Translations Group, he has led the development processes of strategic relations with partners at a global level, quality policies and mentoring of the Project Management team. He currently leads the development of the strategic vision of the company and seeks new business opportunities in order to offer comprehensive solutions to the clients who trust Flix Translations Group services. Please visit http://flixtranslationsgroup.com for more information.

Mr. Alonso can be contacted at 305 -760-4751 or alonso@flixtranslations.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.