Editorial Board   Guest Author

Mr. Dublois

Edward Dublois

Principal Consultant, Dublois & Associates

Dublois & Associates was founded by and is currently managed by Edward Dublois. Mr. Dublois’ career has spanned over 30 years of performing Security Assessment work, as well as Security Design, Engineering, Management and Operations responsibilities within the security industry. For most of these years, he had served as CEO and President and of VVE Security, a commercial security integration and engineering firm based out of the New York metropolitan area. During this period, Mr Dublois led his team to roll out the first ever security initiative utilizing hand geometry, biometric technology for installations at government and defense contractor locations nationwide. In 1998, Mr Dublois sold VVE Security to Honeywell and stayed on with Honeywell for a few years as the New York City regional security business unit leader. Since leaving Honeywell in 2001, he has been providing security related assessment and consulting services for various clients and industry related professionals. Throughout his career, Mr. Dublois has accumulated extensive experience in the areas of proactive security analysis, security system design and engineering, risk, threat and vulnerability assessments, project management, as well as many other areas of commercial security related services. Over the years, Mr. Dublois has provided these security related services to many Fortune 500 clients, governmental agencies, municipalities, law enforcement agencies, educational and institutional clients, health care, manufacturing, hospitality, distribution and warehousing clients. Mr Dublois’ extensive security design, engineering, assessment and management experience, has earned him the position as being Board Certified in Security Management, Board Certified as a Certified Protection Professional, and as a Certified Security Consultant by ASIS and the International Association of Professional Security Consultants. In addition, Mr. Dublois is Certified in Homeland Security - Level III by the American College of Forensic Examiners and American Board for Certification in Homeland Security. Additionally, Mr. Dublois is a Licensed Private Investigator. Mr. Dublois is a member of good standing in the following security related organizations: - American Society for Industrial Security - International Association of Professional Security Consultants - American College of Forensic Examiners - International Association of Campus Law Enforcement Administrators - American Board for Certification of Homeland Security - International Association for Healthcare Security and Safety - Association of Threat Assessment Professionals - United States Association of Professional Investigators - Vermont Association of Investigative and Security Services - International Intelligence Network

Mr. Dublois can be contacted at 802-362-4994 or edublois@dublois.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.