Editorial Board   Guest Author

Mr. Horner

Russ Horner

Co-founder, Water Management, Inc.

Passionate about saving water and a longtime advocate for the environment, Russ Horner co-founded Water Management, Inc. (WMI) in 1980. As a water practitioner, Mr. Horner provides hands-on technical assistance and advisory services to domestic and international clients in the areas of water conservation, water demand management, water policy, and best management practices.

He has been responsible for auditing, pricing, designing and implementing many of WMI's thousands of guaranteed savings programs over the past 30 years.

In addition, Mr. Horner has assisted residential, commercial and industrial clients in developing strategies, analyzing and forecasting end use data to determine consumption patterns and forecasts for their specific geographical regions.

Mr. Horner has also trained municipalities in developing capacity in water audits, leak detection, conservation techniques, and best management practices. Mr. Horner often consults with and advises fixture manufacturers regarding new government regulations and technologies.

As President of WMI, Mr. Horner has been active in promoting public-private partnerships in water demand management activities for many years. Mr. Horner is also a Trustee for the AWWA's Standards and Codes Committee focusing on Water Conservation.

Mr. Horner can be contacted at 703-370-9070 or russ_horner@watermgt.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.