Editorial Board   Guest Author

Mr. Razdan

Rahul Razdan

CEO, Ocoos

Rahul Razdan is the CEO of Ocoos, which enables business owners to quickly and intuitively build a world-class marketing solution for their respective interests. Ocoos is the result of Mr. Razdan's extensive experience involving sales and marketing, and research and development (R&D).

With over 25 years of managerial and senior-level positions with a variety of organizations, including his successful sale of two technology companies (concerning, respectively, programmable logic devices and wireless power) to Xilinx Corporation (XLNX) and Qualcomm, Mr. Razdan is a top entrepreneur and executive within his areas of expertise.

Mr. Razdan's career also features a distinguished series of accomplishments on behalf of Cadence Design Systems (CDNS), overseeing a $300+ million P&L portfolio. That mastery further applies to his role as a computer architect for Digital Equipment Corporation's (DEC) famed CPU design team.

During this period, Mr. Razdan had the distinction of being awarded over 25 patents and having authored over 20 peer-reviewed articles, three of which are Best-of-Conference papers. In addition, he is the recipient of the Outstanding Lifetime Achievement Award for Contributions in the Field of Reconfigurable Computing from Harvard University.

Mr. Razdan holds a BS and MS from Carnegie-Mellon University in Electrical Engineering, as well as a PhD in Computer Science from Harvard University.

Mr. Razdan can be contacted at 978-549-5013 or rahul.razdan@ocoos.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.