Editorial Board   Guest Author

Mr. Wolf

Stefan Wolf

Senior Vice President Revenue & Distribution Strategy, Onyx Hospitality Group

Stefan Wolf is responsible for total revenue management and global distribution strategies at the Onyx Hospitality Group based in Bangkok. Onyx Hospitality Group operates four diverse yet complementary hotel brands – Saffron, Amari, Shama and OZO - each catering to the distinctive requirements of today’s business and leisure travelers. Mr. Wolf started his revenue management career with Marriott in Germany and Korea. Changing from property to a corporate based role he then joined the InterContinental Hotels Group in Beijing supporting the North Asia portfolio of hotels and was part of a global taskforce to develop the revenue management academy training program for the company. At Shangri-La Hotels & Resorts at the corporate office in Hong Kong Mr. Wolf created a revenue management culture introducing a dynamic pricing philosophy and set-up a group-wide negotiation strategy for global corporate accounts. Joining the Jumeirah Group in Dubai he issued guidelines to strategically revenue-manage the Waterpark and Spas and created a critical path for revenue management strategies for hotels in the pre-opening stage. In London Mr. Wolf set-up the revenue management foundation at the corporate office for Rocco Forte Hotels before moving to Bangkok for his current assignment. In line with Onyx vision to be one of Asia’s leading hospitality providers by 2018 Wolf works on the requirements to optimize global distribution. He developed a team of revenue management professionals to efficiently implement total revenue management strategies on property level. In addition of being an invited speaker at global distribution, revenue management and pricing conferences Mr. Wolf is passionate about the development of strategies for ancillary revenue streams and about the evolving nature of the revenue management discipline and its impact on profitability and asset value. Since 2014 he has been elected as the President for HSMAI Thailand and is also Chairman of the Board of Directors for HSMAI Asia Pacific.

Mr. Wolf can be contacted at 66-0-2255-3767 or stefan.wolf@onyx-hospitality.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.