Editorial Board   Guest Author

Mr. Davis

Jon Davis

Vice President, Business Development, Indoor Networks, ExteNet Systems Inc.

Jon J. Davis leads ExteNetís business initiatives in the area of indoor wireless distributed networks. He is a committed leader who has produced tangible results with global teams focused on sales, operations and total customer satisfaction. Before joining ExteNet Systems, Mr. Davis was Vice President of Business Development for Strategic Accounts at Toronto-based Celestica, a global provider of electronic manufacturing services. Mr. Davis has held many executive positions, including Vice President, Business Development for Flextronics International. Prior to his work in wireless industry, Mr. Davis worked as Vice President of Sales, Automotive Chemicals Division at Pennzoil-Quaker State Company, after beginning his career with Snap Products, Inc., then a leading manufacturer of automotive chemicals that was later purchased by Pennzoil in 1997.

Mr. Davis can be contacted at 630-505-3806 or jdavis@extenetsystems.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.