Editorial Board   

Mr. Goldmann

Peter Goldmann

President, FraudAware Hospitality

Peter Goldmann is the Developer of FraudAware/Hospitality, the first on-line fraud awareness training course for hospitality managers, supervisors and line employees. The course is designed to support corporate efforts to reinforce values of integrity and to facilitate compliance with legal and regulatory standards regarding fraud prevention and reporting. Peter also publishes the monthly newsletter, White-Collar Crime Fighter, which provides authoritative insight and advice to corporate investigators, auditors, legal counsel and ethics/compliance officers on how to detect, prevent and investigate internal and external fraud and computer/Internet crime. In his 20-plus years of experience as business journalist and trainer, Peter has also covered corporate finance, human resources, management and health care issues. He is a member of the Association of Certified Fraud Examiners, The International Association of Financial Crimes Investigators, High-Tech Crime Investigation Association and The Newsletter and Electronic Publishers Association.

Mr. Goldmann can be contacted at 203-431-7657 or pgoldmann@wccfighter.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.