Editorial Board   Guest Author

Mr. Reitknecht

Robert Reitknecht

Founder, Robert Reitknecht

Robert Reitknecht's philosophy about customer service can be summed up as the following: Companies must live and breathe service excellence every day. A veteran customer loyalty professional and guest experience expert for over two decades, Mr. Reitknecht has provided service-focused insights to a number of Fortune 100/500 companies while holding positions as General Manager, Director of Operations, Regional Human Resources Manager, and Director of Fitness Operations to name a few.

He has worked primarily in the hospitality and guest relations verticals, crafting cultures of excellence by spearheading quality standard initiatives, process improvements, and hands-on training and development programs. Mr. Reitknecht has held many customer-facing positions throughout his career, working at the AvalonBay Communities; Town Sports International; Costco Wholesale, Inc.; and Dolce Hotels & Resorts, among other companies.

His promise to help clients by driving their internal teams to go beyond today's expected level of service to create a "wow experience" is driven by his passion for professional development. He has completed The Ritz-Carlton Executive Education Series and several performance and operational excellence leadership courses throughout his career to further maximize operations and profits. He is currently a board member of the National Diversity Council, and has been awarded several accolades that honor hospitality leaders who exemplify legendary customer service. Most recently, he led a series of customer experience training seminars across Southern CT.

My goal is simple: paint the picture for customer service excellence, find the right strokes, colors and canvas, and design a customer service masterpiece. In painting the picture for employees, my clients have a better understanding of their unique functions and what is expected of them to ignite and deliver legendary service excellence.

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

Mr. Reitknecht can be contacted at +1 203-894-9412 or robert@robertreitknecht.com

Coming up in June 2020...

Sales & Marketing: Technology Rules

It is impossible for any hotel to develop an effective sales and marketing plan that doesn't include a wide-ranging digital strategy. Online platforms have impacted virtually every aspect of their business, due to major changes in how Internet users research, plan, and book their hotel visits. As a result, a successful plan includes generating traffic through the use of a hotel website, social media, email and a myriad of other digital marketing technologies. One such strategy uses data collection and automation technology to create personalized content to individual customers. The goal of personalization marketing is to engage potential customers by communicating with them as individuals - to establish a more personal relationship - as a way of encouraging them to visit a property. Video marketing is also extremely important. Showing someone authentic video from a specific location is immersive and engaging, and video is still the preferred way for customers to interact with a hotel brand. Voice and Visual Search are increasingly in demand, as consumers are moving away from typing queries into a search engine. Instead, they can simply speak their request into their phone, and find and book a hotel without ever typing a word. Similarly, other platforms allow consumers to search visually for almost any image, and find out pricing information, shopping comparisons and how-to-buy - all from the app. The adoption of Artificial Intelligence is also becoming popular. The ability of chatbots to answer simple questions or fulfill requests 24/7 is undeniably appealing. In addition, A.I. seems best positioned to qualify leads that can be later nurtured and closed by a human sales expert - all at a fraction of the cost of a traditional support team. The June Hotel Business Review will examine how some sales and marketing professionals are integrating these innovative technologies into their operations.