Editorial Board   Guest Author

Mr. Collins

John Collins

President, The Extreme Group, Inc.

John S. Collins is the President of The Extreme Group, Inc., a company specializing in creating interactivity. Mr. Collins led The Extreme Group from their humble beginnings in his living room over 20 years ago to serving a world class client list from their three offices. His background in broadcast television game shows helped him to develop the exciting interactive events that the company became known for delivering. With divisions that now encompass live events, video production and interactive mobile technologies, the company is a true innovator. Their client list boasts a virtual who’s who of international clients including: The Walt Disney Company, American Airlines, BP, Citigroup, CB Richard Ellis, Gartner, Lowes, PepsiCo, Ritz Carlton, Four Season, United Technologies, Toyota, Proctor & Gamble and Pfizer. While the company has been blessed with financial rewards, Mr. Collins considers their best accomplishment the number of lives that are touched through the company; whether they are customers, vendors or employees. Mr. Collins attended the University of Tampa, where he graduated in the top of his communications class. He continues to reside in the Tampa area, where along with his wife Kristi, is raising their two children Mary Katherine (Katie) and Samuel Lucas. The family has chosen to home educate their children while traveling the world and experiencing different cultures together.

Mr. Collins can be contacted at 813-964-8844 or jcollins@theextremegroup.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.