Editorial Board   Guest Author

Mr. Brown

Jason Brown

Senior Product Manager Content MyMedia, GuestTek

Jason  Brown’s love of the arts led him to study film at Simon Fraser University in British Columbia, Canada.  But after  graduation, he discovered his affinity for business strategy and began a career in finance.   After several years, Mr. Brown inevitably gravitated towards roles which allowed him to bring his perspective to creative and innovative companies such as Alliance Atlatic, Veer, Corbis - and now GuestTek Interactive Entertainment Ltd.

Prior to GuestTek, Mr. Brown was the Director of Media Partners for Corbis, a major media licensing company. While with Corbis, Mr. Brown built their global third party offering, represented the company within the image licensing industry, identified new partnerships, brokered deals, negotiated contract terms, and was largely responsible for product line performance and business practices.

For the last 4 years, Mr. Brown has developed film studio relationships for GuestTek, streamlining their Video on Demand (VOD) workflow and developing processes to manage significant growth in their VOD product.  Mr. Brown has created a strategy to adapt the GuestTek business model to meet the evolving ways customers expect to access content. This ties in well with the latest addition to Mr. Brown’s portfolio, his new role as Senior Product Manager of GuestTek’s MyMedia product. MyMedia allows hotels to give guests the ability to stream content from Over-the-Top (OTT) Streaming Apps directly on the in-room TV. Mr. Brown is excited to be able to work with not only the content itself, but also on content delivery methods – both through MyMedia and on the future of VOD - at the intersection of art, business and technology.

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

Mr. Brown can be contacted at 403-975-8552 or jason.brownstone@gmail.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.