Editorial Board   

Mr. Acton

Scott Acton

CEO & Founder, Forte Specialty Contractors

Building on three generations of creative execution behind some of the globe's most iconic experiential spaces, Scott Acton is no stranger to the unusual in the world of construction. As the CEO and founder of Forte Specialty Contractors in Las Vegas, a construction firm specializing in the hospitality, restaurant, retail, nightlife and entertainment industries, he is known for tackling some of the most difficult and attention-grabbing construction challenges in the industry.

Mr. Acton's entrance into this arena began with a long family history of Disney projects, which, as an entity, is known for creative, unusual experiences requiring innovative construction techniques. Part of developing this skill set for Mr. Acton included attending “Disney University” where he learned the business and leadership skills necessary to build a successful career. Mr. Acton began working for his father at the age of 16, but soon realized his entrepreneurial drive was too strong to just keep working for the family business.

A third-generation craftsman, Mr. Acton worked a variety of odd jobs then followed in the footsteps of his grandfather and father, becoming a notable entrepreneur in his own right. His early work comprises several landmarks across North America, including portions of Knott's Berry Farm, Universal Studios and Disney, showcasing Mr. Acton's affinity to thematic design and construction.

In 2002, Mr. Acton started his own company, Trevi Manufacturing, naming it after the most famous fountain in the world - the Trevi Fountain in Rome, Italy. He wanted to combine manufacturing with construction, a marriage not seen within the market. He grew Trevi from a startup to a $12 million company in only two years, resulting in national accolades including being named the U.S. Small Business Administration's “Small Business Person of the Year” for Nevada. His first project in Sin City was Treasure Island's pirate ships, which provide the hotel its iconic presence on the Las Vegas Strip.

Please visit http://fortedesignbuild.com/ for more information.

Mr. Acton can be contacted at 702-697-2000 or scott@fortedesignbuild.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.