Editorial Board   Guest Author

Mr. Gieselman

James Gieselman

Principal, Servidyne

Jim Gieselman is a principal in the consulting firm, Servidyne LLC based in Atlanta, Georgia. He rejoined the firm after a 5-year stint as principal with Emeritus Consulting LLC. Servidyne provides energy and sustainability consulting in the commercial and institutional building space. Mr. Gieselman provides leadership and experience in the breath of Servidyne's offerings including energy auditing, retro-commissioning, strategic planning and energy modeling. Previously he managed the operation of Servidyne's engineering group, providing energy and sustainability consulting services for commercial, institutional, and industrial facilities.

Mr. Gieselman has served as the corporate energy consultant to The Ritz-Carlton Hotel Company, advising their hotel properties throughout North America in the areas of energy efficiency and HVAC infrastructure. He was also instrumental in enhancing the functionality of fault detection / diagnostics software. He began his career with The Trane Company where he rose to the level of Manager, Industrial Sales and Application Engineering. After leaving Trane, he founded MJC, Inc., a manufacturing company dedicated to innovative customization of HVAC equipment.

Mr. Gieselman holds a B.S. in Aerospace Engineering from the University of Notre Dame and an MBA from The Robinson School of Business at Georgia State University. He is a registered Professional Engineer, a member of ASHRAE, and an ASHRAE certified Building Energy Assessment Professional (BEAP). Mr. Gieselman is also an instructor at Chattahoochee Technical College where he teaches an advanced HVAC course to building engineers for Building Owners and Managers Association (BOMA) Atlanta.

He has also authored a number of articles for various publications on the topic of energy and energy conservation.

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

Mr. Gieselman can be contacted at 470-355-9014 or jim.gieselman@servidyne.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.