Editorial Board   Guest Author

Mr. Garrido

Nelson Garrido

Vice President Technology, Noble Interstate Management Group

Nelson Garrido is a Hospitality professional that has been in hospitality for over 18 years working at various positions in hotel operations and Information Technology. Mr. Garrido started his Hospitality technology career as IT Manager at the Tarrytown House Executive Conference Center in Tarrytown NY. Mr. Garrido is currently the vice president of Information Technology with responsibility for leading the implementation and execution of Noble-Interstate strategic information technology and management information system platforms throughout the organization and its assets. These areas include business intelligence technology, alignment of brand technology with Noble-Interstate’s systems as well as the implementation of new investment and re-branding information technology. At Noble-Interstate leads the consolidation of multiple technology platforms into one cohesive and agile platform that has allowed Noble-Interstate to quickly manage newly acquired hotels. As part of his responsibilities with Noble Investment Mr. Garrido works with the major Hotel brands on implementing their technology for Noble’s new hotel developments in addition to working with the brands on testing out new technology being deployed. Prior to joining Noble in 2005, Mr. Garrido was the Senior Director of Global Technology for Dolce International where he was responsible for the technology strategy and systems for all their hotels, resorts and conference centers throughout the Americas and Europe. He was responsible for the development of the Information Technology Department at Dolce Hotels & Resorts to meet the company’s expansion into Europe and the US by establishing Information Technology Operating standards for all hotels. These standards included standards for not only back of the house technology but also technologies to support the corporate meetings clientele. Mr. Garrido also participates in industry board committees as member of the AH&LA Technology and E-Business Committee and Starwood Hotels Franchise IT Board. Nelson is also an active member with Hospitality Financial Technology professionals and the Hotel Technology Next Generation.

Mr. Garrido can be contacted at 404-682-1887 or nelson.garrido@noble-interstate.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.