Editorial Board   Guest Author

Mr. Garrison

David Garrison

Chief Executive Officer, iBAHN

When David W. Garrison joined iBAHN in October 2002 as president and chief executive officer, he brought with him more than twenty years of successful experience in leading telecommunications and technology services companies in the wireless and Internet industries. Mr. Garrison has served as chairman and chief executive officer of Netcom, a pioneering Internet service provider. During his three-year tenure at Netcom, he successfully led NASDAQ financings, using the proceeds to expand geographically within the United States to build one of the first significant Internet networks. Additionally, he expanded the company internationally to create one of the top-rated Internet companies in the United Kingdom and Canada. Prior to joining NETCOM, he served as president of SkyTel, a division of Mobil Telecommunications Technologies, Inc. Prior to SkyTel, Mr. Garrison served successively as chief operating officer, president, chief executive officer and chairman of the board for Dial Page, Inc., a regional paging carrier based in Greenville, South Carolina. Prior to that, Mr. Garrison held the positions of vice president and general manager for the Providence Journal Company, a publishing and broadcast holding company based in Providence, Rhode Island. Mr. Garrison has served as an independent director of SonicWALL, a leading company in providing security solutions to small and medium enterprise customers worldwide. He also has served as independent director on more than a half-dozen boards of private and public companies, including election as chairman of the independent directors committee at Ameritrade. He holds a bachelor of science degree in accounting from Syracuse University and a master of business administration degree from Harvard University.

Mr. Garrison can be contacted at 303-728-6150 or dgarrison@ibahn.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.