Editorial Board   Guest Author

Dr. Vanderbroeck

Paul Vanderbroeck

Chartered FCIPD CC, Leadership Expert, PVDB Consulting; Faculty Member Glion Online

Dr. Paul Vanderbroeck develops leaders through executive coaching, workshops, and assessments. He works with teams and organizations to improve their collaboration and performance. Dr. Vanderbroeck has a particular interest in how leaders and organizations interact most effectively. In other words, he wants to help leaders get the results they want. In his coaching practice Dr. Vanderbroeck specializes in Career Transitions, Intercultural Integration, making Female Executives successful, Performance Management, and Change. As a consultant and facilitator he is an expert in Effective Teamwork, Change Management, and Talent Management. Dr. Vanderbroeck believes in the importance of starting with a solid diagnosis, whether working with individuals, teams or organizations. Rather than a one-size-fits-all, he chooses from a portfolio of diagnostic instruments. Equally important are clear and ambitious objectives. Other than that, he is able to adapt his style to the needs of the situation and the individual he is working with. He thrives on the success of the people he accompanies. Dr. Vanderbroeck’s clients are multinational organizations in all sectors, notably Financial Services, Pharmaceuticals, Professional Services, and FMCG. He is a career coach for the Global Leadership Fellows at the World Economic Forum and a Leadership Coach at IMD International. He teaches Leadership in the Executive Education programs of the HEC business schools in Geneva and Lausanne and is HRM faculty for Glion Institute of Higher Education MBA programs. Dr. Vanderbroeck is one of the authors of Leading in the Top Team (Cambridge 2008), edited by IMD Professor Preston Bottger. He has published in Harvard Business Review, Sloan Management Review, McKinsey Quarterly, Journal of Management Development, and International Journal of Mentoring and Coaching. Dr. Vanderbroeck holds a BA, MA and PhD in History from the Catholic University of Nijmegen (NL) and is a Chartered Fellow of the Chartered Institute of Personnel and Development (UK). A certified Kenexa, MRG, SHL, PDI, MLQ, BCI, and Linkage International coach, he is qualified in numerous psychometric tests, assessment, selection and 360° feedback processes. He has been trained in consulting to groups at the Tavistock Institute. He keeps his skills up to date through monthly supervision. Previously Dr. Vanderbroeck has held senior level positions in HR and Talent Management in Royal/Dutch Shell, General Motors, Georg Fisher and UBS. Paul’s working languages are English, French, German and Dutch. Apart from the Netherlands, he has worked and lived in the US, France, Germany and Switzerland.

Dr. Vanderbroeck can be contacted at paul.vanderbroeck@faculty.gliononline.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.