Editorial Board   Guest Author

Mr. van Roij

Stan van Roij

Managing Director, Easy (Ez) Revenue Management Solutions Ltd

Stan Van Roij is a highly motivated and versatile executive who boasts a 20+ career spent entirely within the hospitality industry – over fifteen of which were in managerial roles. This strategic business planner, accomplished spokesman and problem solver is a results-oriented, self-confident leader and communicator with great financial acumen and a global perspective. A Dutch native and speaker of four languages, Mr. Van Roij’s education includes a Hotel & Catering Management degree with emphasis on Business Management. He has also completed various leadership and personal development programs, affording him great facilitation and training skills. Mr. Van Roij initially worked in a variety of roles within the Dutch hospitality industry in order to broaden his experience and apply his knowledge in practical settings, however the large part of his career was spent working his way up the managerial ranks for three major, global hotel chains. Such a solid and proven background has allowed him continued focus on the hospitality industry – for which he has always had real passion. At Marriott Hotels International, where Mr. Van Roij remained for ten years, an initial role in the Purchase Department led to Area Director of Revenue Management, responsible for strategic and operational support to 40 branded hotels in Germany, Austria and Switzerland. Realizing his obvious talent for the discipline and his proven ability to lead globally dispersed teams effectively, he went on to become VP of Revenue Development for Radisson SAS Hotels & Resorts, where he was responsible for the short- and long-term pricing, segmentation and accounts strategies for 150 hotels across Europe. From 2004 to 2011, Mr. Van Roij held Director-level positions at NH Hoteles, managing group hotels first in the Netherlands and Belgium; then in Benelux, UK, France and Africa; finally taking on the role of Corporate Director of Revenue Management, based at NH headquarters in Madrid, where he was in charge of the total revenue strategy for NH Hoteles worldwide. In 2011, Mr. Van Roij took a bold but confident step away from the operator side of the industry and into the realm of the hotel technology vendor. He is now Managing Director of EasyRMS, an Infor company, provider of SaaS Revenue & Yield Management software and consulting services. As an operator, he gained many years’ experience of EzRMS™ - the Revenue Management System provided by EasyRMS. This in-depth knowledge of a leading product in its field, along with his inspiring dedication to the hotel industry, will allow him to drive this growing company towards further, global success.

Mr. van Roij can be contacted at +44 (0) 20 7495 0773 or svanroij@easyrms.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.