Editorial Board   Guest Author

Mr. Pfeifer

Luke Pfeifer

Director of Product Management, Agilysys

Luke Pfeifer holds the position of director of product management at Agilysys. Agilysys is a leading technology company that provides innovative software and services for property management, point-of-sale, reservation and table management, inventory and procurement, workforce management, analytics, document management and mobile and wireless solutions and services to the hospitality industry.

Mr. Pfeifer is responsible for driving the vision and direction for Agilysys’ hotel property management technology solutions. He also led the design, development and launch of the company’s groundbreaking rGuest® Stay property management system.

Mr. Pfeifer joined Agilysys in 2009 and has served in a variety of roles with increasing responsibility. He is responsible for guiding the direction of the company’s property management systems. Prior to Agilysys, he enjoyed approximately 10 years in hospitality operations most recently at Kalahari Resorts where he served as Rooms Division Director in Sandusky, Ohio.

Mr. Pfeifer has worked for other organizations including Gemstone Resorts (now Benchmark), Great Wolf Resorts, and Pride Hospitality. In addition to his hospitality operations tenure, he founded Global Logics Guest Link a service that installed some of the first WIFI-enabled hotels in Wisconsin. He was also the founder of Digital Axis, a leading internet provider in Wisconsin. He sold Digital Axis in 1999.

Mr. Pfeifer holds a Bachelor of Arts degree in Hospitality Management from Lakeland College (now Lakeland University). Agilysys operates throughout North America, Europe and Asia, with corporate services located in Alpharetta, GA, and offices in Singapore, Hong Kong, Malaysia, the Philippines and India.

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

Mr. Pfeifer can be contacted at 877-369-6208 or luke.pfeifer@agilysys.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.