Editorial Board   Guest Author

Mr. Allard

Matthew Allard

Chief Executive Officer & Founder, runtriz

Matthew Allard comes from a technology and hospitality background and founded runtriz in Los Angeles in 2006. runtiz launched the worlds first “iPhone Hotel” at Malibu Beach Inn in 2008, and since has continued to innovate new products and technologies for the hospitality industry. As president and founder of runtriz he leads innovation and product development as well as business development and overall strategy. Mr. Allard has spoken on a number of panels including Cal Tech Mobile forums and the Intelligence Group’s Trend School with Creative Artists Agency (CAA) and has taught masters level computer science classes at USC on mobile application development. Prior to founding runtriz, Mr. Allard acted as Web Manager for SBE Entertainment, where he led the development, design and architecture of their corporate website and venue web sites such as Hyde lounge, Katsuya, Bolthouse productions, Privilege, MyHouse, Crimson and Lobby nighclub. He also created a custom VIP management tracking solution for the hospitality and entertainment industry that allowed managers to receive end of night reports, and track VIP spend and activity at restaurants, nightclubs and hotels. Prior to SBE, Mr. Allard worked for Swap Drive Data Backup in Washington, DC, which was later sold to Symantec. While there he led innovation developing cross platform compatibility components that allowed users to have the same experience across different OS and browsers, and have drag and drop file backup functionality in the browser. Prior to Swap Drive Mr. Allard worked for Northrop Grumman in a development role, creating middleware for dynamic team formation with focus in military scenarios. Earlier in his career, he worked at AOL on the Modern Home research project, integrating software and hardware to create a ubiquitous computing experience in the household. Also worked on AIM (AOL Instant Messenger) and created bots for home automation through chat. Mr. Allard earned his BS in Computer Science from George Washington University and also played on the GW Golf team.

Mr. Allard can be contacted at 323-230-9727 or matt@runtriz.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.