Editorial Board   Guest Author

Mr. Millili

David Millili

Chief Web Officer, Pegasus Solutions

David Millili is Chief Web Officer of Pegasus Solutions and Chief Executive Officer of Open Hospitality®, a Pegasus Solutions company. In this dual role, Mr. Millili has responsibility for Pegasus’ complete online presence, as well as Open Hospitality’s industry-leading internet marketing services. Prior to joining Pegasus, Mr. Millili founded and led Open Hospitality to become a recognized industry leader in providing hotel internet marketing services, including design, website development and hosting, mobile platforms, online search and marketing. Mr. Millili has more than 20 years of experience in the hospitality industry. As a former hotel general manager, he has practical experience in all aspects of hotel operations and management. As the GM of two New York Times Square hotels (the Mayfair New York and the Belvedere Hotel), his experiences range from managing pre-opening operations to spearheading budgets in excess of $5 million annually. As co-founder of Timeless Hospitality, Mr. Millili was directly responsible for the successful launch of a startup company that generated profits within six months of launch, generated over $20 million in revenues for hotel clients in 2002 and raised $1.5 million in venture capital funds. Timeless Hospitality provided hotels with internet reservations, marketing and management products and was one of the first e-commerce platforms developed for the exclusive purpose of generating web reservations for independent hotels. Mr. Millili currently teaches a course on distribution at New York University’s School of Continuing and Professional Studies at the Tisch Center for Hospitality, Tourism and Sports Management.

Mr. Millili can be contacted at 888-431-0700 or william.collins@e-hps.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.