Editorial Board   Guest Author

Mr. Manetti

Maurizio Manetti

Director of Risk Management, Swissôtel Chicago

Maurizio Manetti is the Director of Risk Management for Swissôtel Chicago. Since August 2010, Mr. Manetti has been in charge of the hotel’s safety and security. His main responsibilities include establishing policies and procedures for the protection of the staff, guests, proprietary information, and physical assets. Furthermore, he develops and executes the hotel’s crisis management program. This includes the deployment of state-of-the-art technology solutions and innovated security management techniques to safeguard all assets. As a result of his career experiences, Mr. Manetti is trained and skilled in high-risk, high-priority situations. Before college, Mr. Manetti joined Italy’s Navy and served in the Navy Special Forces for two years advancing to Sailor 1st Class. After his time in the military, Mr. Manetti set his goals high and earned a Bachelors of Science Degree in both Engineering and Law/Criminal Justice from the University of Florence and University of Rome, respectively. Even more, he is a polyglot; his fluent languages include: English, Italian, Spanish and French. His education and military training provided a core foundation for his profession. Mr. Manetti has had an illustrious career in Italy and the United States. In Italy, Mr. Manetti was a Police Captain/Commander for the Italy State Police in Rome/Florence Italy. He oversaw the security for Florence International Airport, major sporting venues and led investigations among other things. Moreover, he specializes in organized crime, terrorism and drug enforcement. Since moving to the United States, Mr. Manetti has held several positions in risk management such as College Football Hall of Fame, Prada U.S.A and Sofitel Chicago. In addition to his many successes, he also serves as a member of the FBI Infragard, ASIS International, and the Chicago Special Agents Association among others. Mr. Manetti brings a wealth of knowledge and experience to Swissôtel Chicago.

Mr. Manetti can be contacted at 312-268-8110 or maurizio.manetti@swissotel.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.