Editorial Board   Guest Author

Mr. Chitlik

David Chitlik

Vice President - Hospitality Tax, Altus Group

David J. Chitlik, CAE, has extensive experience in all facets of the property tax assessment and appeal industry. Prior to joining Altus Group, he spent 18 years as the Director, then Senior Director, of the Property Tax Department at Marriott International. Initially he oversaw a staff of more than 20 associates working on both sales and property tax compliance, appeals and audits.

Mr. Chitlik has many years of property tax consulting experience, as well: first with Tenenbaum Hill & Associates, Inc. and then Marvin F. Poer & Company. He was the Managing Director for the Mid-Atlantic Regional Office for both companies with a combined 11 years with both firms.

His career in the industry began as a staff appraiser with the city of Alexandria, Virginia Assessor's Office. Within two years he was promoted to Director, Real Estate Assessments, which at that time made him the youngest Assessor in the United States. He spent a total of 14 years with the city of Alexandria in the Assessor's Office - 12 as director.

Mr. Chitlik has served as the Chairman of the Apartment & Office Building Association (AOBA) Tax Policy Committee for over 18 years and the Chair of the Alexandria Board of Equalization for 8 years. Additionally, he has served on the Council on State Taxation (COST) Property Tax Committee and the International Property Tax Institute (IPTI) Corporate Advisory Board.

Mr. Chitlik is a frequent speaker at various tax conferences, workshops and seminars both domestically and internationally. Lastly, he testifies in front of State and Local Legislators advocating for real estate tax reforms; such as lessening the burden of proof on appeals and achieving interest payments on refunds.

Mr. Chitlik is the Past President of the Virginia Association of Assessing Officers (VAAO), has a Certified Assessment Evaluator (CAE) Designation from International Association of Assessing Officers (IAAO) and is a member of Lambda Alpha International (the Honorary Land Economics Society). He is widely acknowledged as one of the foremost property tax experts in the U.S. Education University of Virginia, College of Arts and Sciences, B.A. in Economics

Please visit http://www.altusgroup.com/ for more information.

Mr. Chitlik can be contacted at 416-641-9500 or david.chitlik@altusgroup.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.