Editorial Board   Guest Author

Mr. Paddock

Shayne Paddock

Chief Innovation Officer / Guest Management Solutions, TravelClick

Shayne Paddock is a technology and business leader with over 20 years of experience working in the areas of product management, software development, CRM, Marketing Automation, Guest Profiling, Loyalty Management, Search Engine Marketing, Email Marketing, and Hospitality Systems Integration. He is currently the Chief Innovation Officer for Guest Management Solutions at TravelClick, a global provider of innovative cloud-based, revenue-generating solutions for the hospitality industry.

Mr. Paddock’s areas of responsibility include Product Management, Customer Engagement, Sales Engineering, and the overall thought leadership of TravelClick’s suite of Guest Management solutions. TravelClick’s new Guest Management Solutions provide unparalleled insights into guests, giving hoteliers the ability to effectively and continuously engage them at all stages of the guest journey.

Prior to TravelClick Mr. Paddock was the CIO for ZDIrect, a hospitality marketing automation company that was acquired by TravelClick in October of 2015. Before working in the hospitality industry he worked with the search engine Excite.com where he helped build one of the internet’s first commercial email platforms in DeliverE, keyword search term marketing, media placement, as well as several other dot com startups all revolving around database marketing.

Mr. Paddock holds a diploma in Business Administration with a major in Information Systems from Algonquin College as well as two patents in the email marketing space with regards to dynamic content and personalization. He lives in Ottawa, Canada with his wife Kathie and his son Noah. In his free time he likes to ski, run, hike, coach little league, play hockey, read, and disconnect from WIFI.

Please visit http://www.travelclick.com for more information.

Mr. Paddock can be contacted at 212-817-4819 or spaddock@travelclick.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.