Editorial Board   Guest Author

Mr. Lodder

Doug Lodder

Senior Vice President of Business Development, Boingo Wireless, Inc.

Doug Lodder is the senior vice president of business development at Boingo Wireless (NASDAQ: WIFI). Boingo is a leading Distributed Antenna System (DAS) and Wi-Fi provider with a vast network footprint that reaches more than one billion consumers annually in places as varied as hotels, airports, stadiums, universities and military bases. Mr. Lodder is responsible for Boingo’s DAS, Offload and Wholesales businesses, where he oversees the strategy and development of Wi-Fi, DAS and Small Cell networks for the company’s new and existing venue partnerships as well as the monetization of those networks through innovative partnerships with wireless carriers (DAS, Offload) and Wholesale partners (American Express, MasterCard). His teams work across the hospitality, sports and entertainment, transportation, commercial real estate and other vertical markets and are responsible for generating nearly half of Boingo’s revenue. Mr. Lodder has nearly a decade of experience in managing telecommunications infrastructure in large-scale, high growth environments. Prior to joining Boingo, he was an early employee at Mobilitie where he was responsible for network strategy and the acquisition and development of telecommunications assets. Mobilitie was acquired in 2012 for $1.1 billion. Prior to Mobilitie, Mr. Lodder served in a variety of investment banking roles at Wedbush Securities. Mr. Lodder holds an MBA from the University of Southern California’s Marshall School of Business and an undergraduate degree from San Diego State University. He is a sought after industry expert, frequently speaking on conference panels regarding the guest experience, connectivity and how to address the ongoing mobile data explosion with the strategic installation of DAS and Wi-Fi networks.

Mr. Lodder can be contacted at 310-689-1163 or dlodder@boingo.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.