Editorial Board   Guest Author

Mr. Feeney

Paul Feeney

Managing Director, Sanford Rose Associates - Wayne

Paul Feeney is currently the Managing Director of Sanford Rose Associates - Wayne, an Executive Search Firm located in Northern New Jersey. Sanford Rose Associates was founded in 1959, is a full-service executive search organization conducting retained and contingency searches through a network of 70+ offices worldwide devotes its practice to all areas of finance, accounting, general management, operations, technology, management consulting and project management for national and international searches. Mr. Feeney has over 25 years of executive search management and corporate recruiting experience while working in New York, London and Prague. Mr. Feeney resided in London and Prague for over 10 years working as an Executive Search Manager for Hays Plc and Nicholson International, where he specialized in financial management searches for positions based throughout Europe. In 1994, he then transferred to Prague with Nicholson International for three years where he was a Senior Recruiter for management positions in finance, technology, sales, marketing and general management for Central Europe, Slovenia and Russia. Mr. Feeney's last year in Prague was with PA Consulting Group where he was Manager for their Central European Human Resources Practice. While there he managed the implementation the divisions of executive search, assessment/psychometric testing centers and management training and development courses for the Czech Republic, Slovakia, Poland and Hungary. Before returning to the USA, he decided to take some time off and traveled around the world for 20 months throughout Europe, Australia, New Zealand, Asia and the Middle East. Upon returning to the New York area, Mr. Feeney was a Corporate Recruiter at Merrill Lynch within their institutional sales, trading and operations for their US markets. Mr. Feeney graduated from the University of Maryland, College Park in 1988 with a Bachelor of Science degree in Finance. Please visit http://www.sanfordrose.com/wayne for more information.

Mr. Feeney can be contacted at 201-962-2122 or pfeeney@sanfordrose.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.