Editorial Board   Guest Author

Mr. Labriola

Patrick Labriola

President, Transportation Safety Exchange

Patrick A. Labriola is President of Transportation Safety Exchange (TSX), an industry-pioneering, independent rating organization that inspects, monitors and reports the safety performance of motor carriers in the ground transportation industry. Mr. Labriola is an expert in strategic planning, business development and operational improvement. Prior to joining TSX, Mr. Labriola was the President of the Waterford Group, a consulting organization specializing in business planning and development, merger and acquisition strategies, and other services. Before Waterford Group, Mr. Labriola held roles as President and CEO of a food production company with $70 million in revenue and more than 230 employees; as President and CEO of a manufacturing company, which grew from $45 million to $78 million in revenue, dominating the market category under his leadership; as Senior Vice President and Chief Administrative Officer of a large, family-owned beverage distributor; as President and CEO of a pet supply superstore chain which grew rapidly from six to more than 30 locations in less than two years; and as Treasurer of a $900 million department store operation. Mr. Labriola holds a Bachelor of Science degree in management from the University of Dayton in Ohio, and is a member of the American Institute of Certified Public Accountants.

Mr. Labriola can be contacted at 703-691-4612 or plabriola@tsxcr.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.