Editorial Board   Guest Author

Mr. Wise

Brian Wise

Sales Manager, Infor CX

Brian Wise is the Sales Manager for the Infor Customer Experience Suite of products. In this role, he focuses on providing solutions to clients in the hospitality and travel industry that allow them to deliver targeted, personalized messages to their customers across all channels.

His areas of focus are omni-channel marketing, real-time data analytics and personalization, marketing resource management, and guest relationship management. His goal is to work with customers in the hospitality industry to better engage and service guests, to lead to a better return on investment.

Mr. Wise brings more than a decade of experience and a passion for engagement marketing. Previously, he has held positions at PepsiCo managing key customer relationships and developing strategic account plans, WB Mason, and most recently, Oracle where he managed Oracle Customer Experience Solutions for emerging businesses. He has a bachelor of arts from The University of New Hampshire.

Mr. Wise can be contacted at 617-774-8808 or brian.wise@infor.com

Coming up in March 2020...

Human Resources: Confronting a Labor Shortage

With the unemployment rate at its lowest level in decades (3.7%), what has always been a perennial problem for human resource professionals - labor shortage - is now reaching acute levels of concern. It is getting harder to find and recruit qualified applicants. Even finding candidates with the skills to succeed in entry-level positions has become an issue. In addition, employee turnover rates remain extremely high in the hotel industry. As a result of these problems, hotel HR managers are having to rethink their recruitment strategies in order to hire the right talent for the right job. First, hotels have been forced to raise their wages and offer other appealing perks, as a way to attract qualified candidates. Secondly, HR managers are reassessing their interviewing techniques, focusing less on the answers they receive to questions and more on observable behavior. Part of this process includes role-playing during the interview, so that the recruiter can gauge how a candidate works through specific problems and interacts with other team members. Additionally, some HR managers are also creating internal talent pools as a way to address labor shortages. Instead of utilizing department resources to find new hires with specific skills for needed positions, hotels are cultivating talent pools internally and preparing their employees to assume leadership roles whenever the time comes. They are also placing greater emphasis on a company culture that is more performance-based, as a way to curb employee turnover, increase employee satisfaction, and assure higher levels of customer service. Finally, recognizing the importance of employee retention as a way to lessen the impact of a tight labor market, some HR managers are instituting generous reward programs in order to retain their top performers. The March Hotel Business Review will explore what some HR professionals are doing to address these and other issues in their departments.