Editorial Board   Guest Author

Mr. Koethner

Michael Koethner

Wellness & Healing Consultant, Spa Transition

Michael Koethner is a Graduate of the “Heidelberg Hotel Management School” in Germany holding a government accredited Trade Masters in Hotel Kitchenmanagement, a Train the Trainer Certificate from the Berlin Chamber of Commerce. He is also a Graduate from the “Australian College of Natural Therapies (ACNT) in Sydney, Australia, holding 5 diplomas in Integrated Body-Work Therapies. Mr. Koethner started his Career as a Hotel and Chef Trainee at the Hotel Hohenzollern in Osnabrueck – Germany. Shortly after his successful Apprenticeship, he travelled to various Countries around the world and worked for renowned international hotel companies as well as for various private businesses. With more than 30 years experience Mr. Koethner has a comprehensive understanding of a Hotel and Wellness Enterprise Operation with Knowledge and Expertise of most of the Divisions and Departments. Michael currently works as a Senior Consultant with 1421 Consulting Group in Beijing on a comprehensive Marketing & Research Project incorporating a detailed Business Scan about the future Hospitality and Wellness Industry in China. Please visit http://www.1421consulting.com for more information.

Mr. Koethner can be contacted at +86 186 1224 5038 or mkoethner@yahoo.com.au

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.