Editorial Board   Guest Author

Mr. Stark

Peter Stark

Principal, Peter Barron Stark Companies

Peter Barron Stark is a management consultant, speaker and author. Over the past twenty-five years, his consulting firm, Peter Barron Stark Companies, specializes in helping leaders build organizations where employees love to come to work, and customers love to do business. Clients such as the NFL, NBA, Aetna, the Phoenix Suns, Lowe's, Sempra Energy, Kaiser Permanente, the Boston Red Sox, SONY Electronics, Qualcomm, WD-40 Company, Stone Brewing Company, Wells Fargo, Farmers Insurance, and over 200 other leading organizations have called upon Mr. Stark to help transform their cultures and maximize the effectiveness of their leaders. His speaking repertoire includes an impressive lineup of programs in the areas of employee engagement, leadership, leading change, customer service, and negotiation skills. His firm is also a leader in employee opinion surveys and 360° Leadership Development Assessments. Mr. Stark is one of only a handful of speakers to hold the prestigious dual designation of Accredited Speaker from Toastmaster's International and the Certified Speaking Professional from the National Speaker's Association. He has been published worldwide in over 300 articles, has written 11 books on the topics of leadership, management and negotiation and created The Manager's Toolkit, a subscription-based website to help turn managers into leaders. Mr. Stark's expertise has been featured by American Executive, Investor's Business Daily, The New York Times, CNN, Bloomberg, Inc.com, U.S. News & World Report and USA Today. Each week, Mr. Stark writes a leadership blog providing solutions to over 10,000 leaders who aspire to be great.

Mr. Stark can be contacted at 858-451-3601 or peter@peterstark.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.