Editorial Board   Guest Author

Mr. Saeed

Nabeel H. Saeed

Product Manager, VSI Healthcare Inc.

Nabeel Saeed, is a Product Marketing Manager at Vertical Systems, Inc., a Silicon Valley-based technology company that provides sophisticated solutions for the hospitality industry through a wide range of smart lobby solutions, mobile applications, and in-room products. With a background in statistical analysis of markets, product and graphic design, marketing, and art direction, Mr.Saeed has creatively blended his diverse interests to drive innovative user experiences in emerging markets. He helped design, develop, market, and sell workflow technologies that are revolutionizing the hospitality and healthcare industry. Mr.Saeed earned an undergraduate degree in Economics, with a focus on econometrics and stochastic modeling, at the University of California – San Diego. He also conducted market research at San Diego’s World Trade center and at a Bay Area think-tank.

Mr. Saeed can be contacted at 408-752-8100 x112 or nsaeed@ver-sys.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.