Insider: Why Customer Service Is Still King
By Steven Belmonte, CEO, President, Partner The Lexington Collection, and President, CEO, Hospitality Solutions LLC
Mr. Steven J. Belmonte
It is my philosophy that the expression, ‘you reap what you sow’ rings absolute in the business world on all levels – especially in the lodging industry, where reputation can be built (or broken down) based on guests’ experiences. In today’s world of multimedia information such as blogs, chat rooms, instant messaging, YouTube videos, and ‘Rate Your Experience’ comment boards on high-trafficked websites such as Travelocity and USA Today, a customer’s experience can be shared with the world with a simple press of a ‘send’ button.
My article in the Hotel Business Review, “Why Customer Service Is Still King”, traces the roots of good customer satisfaction to the morale in the office place. Simply put, the greatest investment a company can make is that in its employees. That investment into employees begets company loyalty, mutual rewards, increased motivation, increased company morale, increased productivity, which all leads to greater ROI.
Having been in the lodging industry for over 30 years, I’ve seen revolutionary new trends and perks that reward employees enter the workplace. I’ve also seen how a something as simple as a boost in morale is reflected throughout the property from the managerial offices to the front desk representatives.
As the multimedia world continues to evolve with the emergence of social and professional networking websites, text messaging, and cell phone videos, to name just a few, it is more critical to cultivate a positive morale within the workplace to ensure a satisfied experience for the customer.
The fact that the lodging industry not only keeps up with current trends and technology, but embraces them, is one of the reasons I love being in this business. But more importantly, I love this business because it can offer great rewards and advancement in the careers of those in the lodging sector and can also provide a wonderful experience for its guests.
Respectfully,
Steven J. Belmonte
President & CEO
Hospitality Solutions
Lexington Collection
973-598-0201
sbelmonte@lexingtonhotels.com
stevenbelmonte@aol.com
