Editorial Board   Guest Author

Mr. Rose

Norm Rose

President, Travel Tech Consulting, Inc.

For nearly two decades, Norm Rose has been an analyst and consultant focused on emerging technologies and how they impact business practices in the travel industry. He has an extensive background in online, corporate, hospitality and leisure travel-related technology. Mr. Rose is renowned for his travel technology expertise, particularly his analysis of the impact of emerging trends such mobile and social media. Mr. Rose leads Travel Tech Consulting, Inc., a firm that specializes in developing e-commerce and procurement strategies for all types of travel related technology. This includes deep knowledge of technologies used for reservations, distribution, and marketing. Mr. Rose has been is also an analyst with PhoCusWright and is the author of numerous publications and articles including PhoCusWright’s Mobile: The Next Platform for Travel and PhoCusWright and Travel Tech Consulting’s: Corporate Travel Technology Today and Tomorrow. From 1982-1988, he held sales and marketing management positions at United Airlines and from 1989 to 1995, Mr. Rose was corporate travel manager for Sun Microsystems. At Sun, he worked with a number of third-party developers creating software for the business travel market. This included early prototypes of self-booking tools and expense management systems. Mr. Rose holds a BS in Marketing from the University of Maryland.

Mr. Rose can be contacted at 650-345-8510 or norm@traveltechnology.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.