Editorial Board   Guest Author

Mr. Chacon

Raul Chacon

Western Regional Loss Control Manager, EMPLOYERS Insurance, Inc.

Raul Chacon is an expert on loss control and workplace safety with more than 20 years of experience. As the Western Regional Loss Manager for specialty workers’ compensation insurance carrier EMPLOYERS, Mr. Chacon has helped many hotels and other small businesses to take a strategic approach to risk management to improve their workplace safety and ultimately control related costs.

EMPLOYERS®, America’s small business insurance specialist®, offers workers’ compensation insurance and services through Employers Insurance Company of Nevada, Employers Compensation Insurance Company, Employers Preferred Insurance Company, and Employers Assurance Company. Not all insurers do business in all jurisdictions. EMPLOYERSÒ and America’s small business insurance specialistÒ are registered trademarks of Employers Insurance Company of Nevada.

Mr. Chacon is an expert at performing risk analysis for a variety of industries and making appropriate recommendations to reduce and prevent work-related injuries. He has also successfully coordinated and conducted training seminars for loss control staff, agents and policyholders.

Mr. Chacon holds a BS degree in Industrial Technology from California State University-Fresno.

Mr. Chacon can be contacted at 888-682-6671 or RChacon@employers.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.