Editorial Board   Guest Author

Mr. McCartan

Michael McCartan

Managing Director Europe, the Middle East, and Africa, Duetto

An expert in the fields of hospitality and electronic distribution, Michael McCartan joined Duetto as Managing Director for Europe, the Middle East and Africa in 2014 to spearhead the rollout of the company's products and development of Customer Success teams throughout the EMEA region. Since joining Duetto, he has grown the European headquarters of Duetto in London, as well as establishing teams in Germany and Dubai. Mr. McCartan is adept at engineering creative solutions and then executing their delivery, understanding the exact needs of the client and the challenges surrounding the market. He is a valued member of the HSMAI Europe Revenue Management Advisory Board, contributing to articles and leading seminars and keynote sessions for the association. He is also a frequent speaker and panellist at major travel industry events across EMEA. Mr. McCartan previously served as Chief Executive Officer of eRevMax, a travel technology service provider, where he grew the operations to serve more than 8,000 customers, and capturing data benefitting more than 40,000 hotels worldwide. He directed product development, business development, and customer and hotel relationship management in more than 100 countries, managing offices and research development in the U.S., UK, Poland, Singapore and India, and sales representatives globally. Prior to eRevMax, Mr. McCartan held senior management positions at Pegasus Solutions and at UK-based Computer and Design Services, where he managed sales of software solutions for the civil engineering industry. Mr. McCartan has an engineering degree from the University of Cape Town and a business degree from the Open University. Please visit http://www.duettoresearch.com for more information.

Mr. McCartan can be contacted at +44 7557968806 or michael.mccartan@duettoresearch.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.