Editorial Board   Guest Author

Mr. Engel

Peter Engel

Chief Technology Officer, Marcus Hotels & Resorts

Peter Engel is chief technology officer for Marcus Hotels & Resorts, a division of The Marcus Corporation (NYSE: MCS). A force in the hospitality industry, Marcus Hotels & Resorts provides expertise in management, development and historical renovations. The company’s portfolio includes a wide variety of properties including city-center meeting hotels, upscale resorts and branded first-class hotels. Mr. Engel has more than 35 years of experience in the information technology industry. In his role at Marcus Hotels & Resorts, he leads the strategy and implementation of hotel, food & beverage, electronic distribution and guest technologies. He is also responsible for technology evaluations of acquisition candidates, IT support of hotel openings and business opportunity development. Prior to joining Marcus Hotels & Resorts, Mr. Engel was president of Aperias Management Services, a consulting firm specializing in information technology and strategic management consulting services. He has over fifteen years of travel and leisure industry experience, including serving as senior vice president at The Mark Travel Corporation where he led the systems engineering, operations, and system architecture functions. Mark Travel is a leading tour operator with multiple vacation brands and manages vacation programs for major airlines and hotel companies. Mr.Engel also served as chief operating officer for Trisept Solutions, a leading travel technology company providing reservation systems and ecommerce to the tour operator and vacation travel industries. His roles during this time included managing software development, customer service, sales, and system engineering. Prior to joining the travel industry, Mr. Engel gained broad technology and industry experience during thirteen years at Tandem Computers (now Hewlett Packard). During a five year engagement at Motorola Cellular Infrastructure Group, Mr. Engel lead the technical team from Tandem involved in developing technology for Motorola’s digital cellular initiatives.

Mr. Engel can be contacted at 414-905-1200 or peterengel@marcuscorp.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.