Editorial Board   

Mr. Weissman

Arthur Weissman

President and CEO, Green Seal, Inc.

Arthur B. Weissman, Ph.D., is an environmental professional with over thirty-five years of experience. As President and CEO of Green Seal, he has led the organization both as a force to promote the green economy and as the premier nonprofit certifier of green products and services in the United States. Dr. Weissman joined Green Seal in 1993 as Vice President of Standards and Certification, becoming President and CEO in late 1996, and he served as founding Chair of the Global Ecolabelling Network from 1994 to 1997. He oversaw the development of Green Seal’s standard for lodging properties (GS-33) in 1999 and the certification of scores of properties to that standard since then. Prior to joining Green Seal, he was responsible for developing national policy and guidance for the Superfund program at the U.S. Environmental Protection Agency. He also served as a Congressional Science Fellow and worked for The Nature Conservancy in Connecticut. He holds a Ph.D. from Johns Hopkins University in physical geography and environmental science, a masters in natural resource management from Yale School of Forestry and Environmental Studies, and a bachelors degree from Harvard University. His book, In the Light of Humane Nature, was published in 2014. In it he traces the development of the green economy against the backdrop of increasing environmental degradation, arguing that our attitude toward nature must fundamentally be a moral one in order to achieve “environmental salvation” and a sustainable world. His other interests include family, classical music and piano, hiking, birding, reading, and writing. Please visit http://www.greenseal.org for more information.

Mr. Weissman can be contacted at 202-872-6400 or aweissman@greenseal.org

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.