Editorial Board   Guest Author

Mr. Matulick

Michael Matulick

CEO, Concept Amenities

Michael Matulick is one of Australia’s new generation of leaders, educated at Monash University with a Bachelor of Business and International Trade, with double major in Marketing and Chinese, he has over 15 years’ experience in the global hospitality industry. Mr. Matulick was appointed as CEO of Concept Amenities on July 1, 2009. He is responsible for leading the company, defining its purpose, developing its image and products, and driving growth in sales, profitability and market shares worldwide. Mr. Matulick is passionate in steering the company towards a more environmentally friendly and socially responsible platform both in its operations and products that Concept Amenities market globally. Concept Amenities is an Australian owned and operated business supplying guest amenities across the world. The company is viewed by the industry as a leading supplier of environmentally responsible products as well as undertaking other global initiatives that benefit the environment and the communities that we operate in, such as Soap Aid. Mr. Matulick helped establish Soap Aid in 2011 and remains CEO of the program as a philanthropic response to needless deaths due to the lack of sanitation in many developing countries. As a witness to the waste in the hospitality industry, he sought to develop a soap recycling program that would save lives. With his vision realized, today Soap Aid is an independent charity managed by a board of experts and focused on life-saving missions. Soap Aid delivered 50,000 soaps to families in Fiji after Cyclone Winston to help prevent the spread of diseases.

Mr. Matulick can be contacted at 954-629-5593 or m.matulick@conceptamenities.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.