Editorial Board   Guest Author

Mr. Davidson

Cris Davidson

Sr. Director of the Americas, FCS

Cris Davidson currently resides in Atlanta, Georgia and holds the position of Sr. Director of the Americas for a leading Global Hospitality Technology firm, FCS, based in Kuala Lumpur, Malaysia. In his role, Mr. Davidson has complete P&L responsibilities and was recruited to expand the presence of FCS through the development of strategic channels throughout North & South America. Previous to his position with FCS, Mr. Davidson has been a serial entrepreneur, initially starting a global consulting practice, ITS, in 1993 with offices in the US and Dubai and clients including Jumeirah, IHG and Ritz Carlton. Later he started a firm, CNI, that developed an award winning software/hardware platform that was a precursor to what is now becoming a hospitality brand standard for mobile deployment. Mr. Davidson’s real passion is his family, coaching his three children in all their various sporting activities and his involvement with the non-profit world, in particular those organizations whose mission is the betterment of children’s lives. Mr. Davidson was a founding member of the local Make-A-Wish chapter in 1994, later he sat on the MAWFA Board of Directors for six years, holding the role of Chairman of the Chapter Performance Committee his last four years as well as a sitting role on the Executive Committee and the Strategic Planning Committees. He has also held Board positions with Starlight Foundation and a Georgia based organization, HealthMPowers, targeting childhood obesity and other health related challenges. This was accomplished through an interactive experience brought directly into the individual schools throughout the state. Davidson attended the University of Maryland and graduated with a BS in marketing. For more information, please contact Mr. Davidson at cris.davidson@planet1world.com or visit www.fcscs.com for more information on FCS’ comprehensive suite of hospitality technology product solutions.

Mr. Davidson can be contacted at 714-731-2350 or cris.davidson@planet1world.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.