Editorial Board   Guest Author

Mr. Lobach

Matthew Lobach

Director of Sustainability, Hersha Hospitality Trust

Matthew Lobach is the Director of Sustainability with Hersha Hospitality Trust, an owner and operator of high quality upscale hotels in urban gateway markets. The Company's 49 hotels totaling 7,584 rooms are located in New York, Boston, Philadelphia, Washington, DC, Miami and select markets on the West Coast. Mr. Lobach is responsible for the development and implementation of EarthView®, Hersha’s triple bottom line sustainability program, in addition to leading the Company’s philanthropic Giving Committee. Mr. Lobach is certified a LEED Green Associate by the USGBC, and is a member of the Hotel Association of NYC’s Sustainability Committee, the Real-Estate Roundtable’s Sustainability Policy Advisory Committee, and the United Way Young Leaders of Philadelphia.

Prior to joining Hersha, Mr. Lobach was an Associate with Bayer Corporation, working across their North American business units to plan and implement their sustainability strategy. Mr. Lobach is also a co‐founder of New Leaf Initiative, a non‐profit based in Central Pennsylvania that works with students and young professionals through project‐based learning of sustainability and social entrepreneurship. He received a B.S. in Actuarial Science from the Pennsylvania State University and an M.S. in Sustainability from the Blekinge Institute of Technology located in Karlskrona, Sweden.


EarthView, named a Global Hospitality Sector leader by the Global Real Estate Sustainability Benchmark (GRESB) and a four-time winner of NAREIT’s Leader in the Light award, is a program developed and implemented by the Hersha Group that is dedicated to fully integrated environmental and community policies that aim to make sustainable hospitality a genuine reality.  EarthView delivers environmental and conservation programs that positively impact a hotel operation’s bottom line while simultaneously improving the well-being of guests, employees, communities, and the planet.

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

Mr. Lobach can be contacted at 215-238-1046 or matthew.lobach@hersha.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.