Editorial Board   Guest Author

Mr. Schaedle

Scott Schaedle

Founder, Quore

Scott Schaedle founded Quore in 2012 after identifying the need for a solution to revolutionize and streamline hotel operations. Raised in a family rooted in the hospitality industry, Mr. Schaedle's background - combined with his advertising and graphic design expertise - inspired him to create Quore. Mr. Schaedle is the driving force behind the vision of the company and designed Quore through a collaboration between hoteliers, designers and software developers. In just a few short years, Quore grew from a few employees to 32, and is now located in an office that will allow for a 50 percent growth in staff. Under Mr. Schaedle's leadership, Quore surpassed its three-to-five-year plan in the first three months of business and now has more than 60,000 users at more than 2,100 hotels, including properties in leading management companies like: Chartwell Hospitality, InterMountain Management Company, McKibbon Hotel Management, InnVentures, Dimension Development, Newport Hospitality Group, and Vision Hospitality Group & NewcrestImage. In 2016 Quore was selected as a preferred software vendor for two of the world's largest lodging companies, InterContinental Hotels Group (IHG) and Choice Hotels International, Inc. In November 2016, Mr. Schaedle was named one of the top innovators in hotel operations by Lodging Magazine. Mr. Schaedle plans to continue the momentum of Quore's success by expanding Quore's suite of features and continue to invest in top-tier talent to strengthen its product offering to new and existing customers. Prior to founding Quore, Mr. Schaedle developed Central Equine, an equestrian marketing and advertising company at the age of 23. Holdings included an internationally distributed publication along with one of the largest equine website at the time, changing the way high-end horses are bought and sold to this day.

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

Mr. Schaedle can be contacted at 877-974-9774 or scott.schaedle@quore.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.