Editorial Board   Guest Author

Mr. Schwinger

Joe Schwinger

Chief Executive Officer, MeetingPlay

Conceptualizing solutions to challenges is a core value for CEO and co-Founder of MeetingPlay, Joe Schwinger. From an early age, where others saw adversity, Mr. Schwinger crafted solution-based opportunities. This innovative approach to problem-solving, as well as the insider experience Mr. Schwinger has gained through his career in the hospitality and technology industries, have resulted in the premier event technology solutions that MeetingPlay provides.

As the CEO of MeetingPlay, Mr. Schwinger continues to architect solutions to the challenges faced by event and meeting professionals and the events they plan, and he is credited for the holistic approach to event technology that is MeetingPlay's foundation. The event technology solutions MeetingPlay provides for meetings and events of all sizes is attributed to both Mr. Schwinger's tech know-how and his ability to lead and develop a culture of innovative and talented employees committed to success.

A seasoned entrepreneur, before co-founding MeetingPlay in 2011 and beginning to serve as its CEO, Mr. Schwinger built and lead several successful business initiatives. Prior to his entrepreneurial experiences, he was key to developing global e-commerce solutions with individual properties for Marriott International. First, he built the ecommerce organization for the Eastern Region at Marriott, which involved dedicated plans for all full-service hotels in the region. Then he oversaw ecommerce for North America during a reorganization to help build the foundation of ecommerce at Marriott globally. Through his experiences at Marriott, Mr. Schwinger saw what the future of meetings could look like and started his own venture to make that vision a reality.

Mr. Schwinger studied internet and ecommerce strategy at George Washington University and the University of Maryland.

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

Mr. Schwinger can be contacted at 877-446-1481 or hello@meetingplay.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.