Editorial Board   Guest Author

Mr. DeMoss

David DeMoss

CEO and Founder, WAKEUP CALL

A seasoned risk management professional with extensive expertise in the hospitality sector, David DeMoss has served in all aspects of the industry from coast to coast. Prior to founding WAKEUP CALL, he spent over ten years as vice president of Petra Risk Solutions, where he received his CIC designation. He helped his clients by effectively engineering their insurance policies as part of their overall risk management strategy. This overall strategy would become the blueprint for handling the diverse risks they faced on a daily basis within their respective hotels and resorts around the country. As a former insurance broker specializing in the hotel market, he gained experience and expertise in a wide range of risk management processes specific to the hospitality industry, such as property inspections, onsite training, OSHA compliance resources, HR services and other areas requested by his clients. When requests for these services began to grow faster than the brokerage, he identified a need for a simple and streamlined risk management solution for the industry, and set out to provide it. With years of in-depth service dedicated to the hospitality sector, David is knowledgeable in virtually all aspects of hotel, resort and spa risk exposure and management. His specialized expertise led to the development of the WAKEUP CALL platform, which was introduced in 2011. Until then, the hospitality industry had been under-serviced by a couple of general resources, which provided minimal support. With the advent of WAKEUP CALL, David has single-handedly revolutionized the industry with a powerful, single-source, online solution that provides complete, real-time information and tools to assist hotels in managing critical and emerging issues.

Please visit www.wakeupcall.net for more information.

Mr. DeMoss can be contacted at 866-675-3909 or david@wakeupcall.net

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.