Editorial Board   Guest Author

Mr. Hassan

Nur Hassan

Director of Information Technology, Four Seasons Hotel Los Angeles at Beverly Hills

Nur Hassan has served as the director of information technology at Four Seasons Hotel Los Angeles at Beverly Hills for the past four years. At the age of eighteen, Mr. Hussan left his home in Pakistan to pursue a degree in Engineering at Arizona State University. This education trained him to be a problem-solver, which he notes is a key asset when working with technology. Since then, he has garnered his expertise in hotel technology, while working at several luxury hotels. Driven by the excitement of a challenge, Mr. Hussan dedicates himself to the un-relinquishing pursuit of extraordinary developments within the arena of technology in order to take Four Seasons to the next level. With over 11 years of experience in various systems applications and business process development, accompanied by a broad knowledge of technologies and development tools, Mr. Hussan has offered Four Seasons multiple advancements that continuously elevate the hotel to the next level in terms of technological and overall innovation. Mr. Hussanís most notable contributions to the hotel include mobile applications, strategy development, package selection, enterprise re-engineering, system implementation, security and controls, as well as testing and support. He has created numerous policies and procedures to ensure information systems reliability and accessibility as well as programs designed specifically to prevent and defend against unauthorized access to systems, networks, and data. In 2011, Mr. Hussan received the prestigious award of Manager of the Quarter. Since his arrival at the Four Seasons in 2008, Mr. Hussan has helped to solidify the position of Four Seasons Los Angeles as a leader in hotel technology, innovation, and customer service. His contributions are as endless as his determination to surpass the expectations of the company and of the hotelís treasured guests. Guest-technology has always been a fascination of his and now this fascination has translated into incomparable success for the hotel, especially with the implementation of his idea to install iPad2 devices with ICE technology in all 285 guestrooms and suites, keeping us ahead of the competition. Mr. Hussan can be contacted at 310-273-2222 or at nur.hassan@fourseasons.com

Mr. Hassan can be contacted at 310-273-2222 or nur.hassan@fourseasons.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.