Editorial Board   Guest Author

Mr. Boykiv

Yuriy Boykiv

Co-Founder and CEO, Gravity

Yuriy Boykiv is the co-founder and CEO of Gravity, a full-service advertising agency that helps brands connect with cultural and international consumers. Yuriy brings Gravity clients over 12 years of leading multicultural and international marketing experience. Under his leadership, the agency has become the fastest-growing multicultural ad agency in the country and has been featured on the Inc. 5000 list three years in a row. Prior to founding Gravity, he was the director of international business at DIRECTV, driving the growth and business of the WorldDirect platform that consisted of more than 65 international channels in 16 different languages. His responsibilities included the entire spectrum of global markets, including Asian-American, European, and Middle Eastern. Before joining DIRECTV, he was the vice president of client services at a New York-based boutique agency where he oversaw the strategy and management of client campaigns and the agency's operations and business development. In this role, he led the campaigns of major clients such as the CIA, Lufthansa, and MoneyGram. Yuriy has an MBA in finance from Pace University and is fluent in four languages. Yuriy also completed his post-graduate work at Harvard Business School. His achievements include Best Media Campaign of the Year from MediaPost and Best Multiethnic Campaign of the Year from the AFA Mosaic Awards. Yuriy is a weekly columnist for Inc., writing about entrepreneurship, global trends, leadership, and marketing. His expertise has been recognized by USA Today, Advertising Age, MediaPost, Latin Post, and The Agency Post. Connect with Yuriy on Twitter.

Please visit www.mediagravity.com for more information.

Mr. Boykiv can be contacted at 646-486-000 or yuriyboykiv@yahoo.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.