Editorial Board   Guest Author

Mr. Bobb

Steve Bobb

Executive Officer, Oregon Surveillance Network

Steve Bobb has been in Indian Gaming since 1995 his sixteen year career has been with the Security and Surveillance Departments. He has experience in starting up operations as well as very large additions and remodels. Over the years Mr. Bobb has capitalizes on many training opportunities which has prepared him to deal with the difficult challenges that face the gaming industry today. Mr. Bobb is also the current Executive Office of the Oregon Surveillance Network. This network of Security and Surveillance professionals is made up of approximately 650 subscribers around the world. Mr. Bobb has been Director of Surveillance for Spirit Mountain Casino in Grand Ronde, Oregon since 2004. He is a member of the Confederated Tribes of Grand Ronde, which owns and operates Spirit Mountain Gaming, Inc.; the state’s largest casino with 1,800 slot machines, multiple table games, a 254-room lodge, four restaurants, an event center and nightclub. Mr. Bobb oversees a staff of 21 employees in a state-of-the-art 6,000-square foot surveillance center that he designed and supervises and has been a model facility for other casinos to emulate. In addition to his current position, Mr. Bobb is a highly-respected consultant and authority within the security industry and has spoken at regional seminars, conferences and luncheons; in addition to contributing several articles on casino and hotel surveillance techniques.

Mr. Bobb can be contacted at 503-879-3700 or steve.bobb@spiritmtn.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.