Editorial Board   

Mr. Kiesner

Steve Kiesner

Director of National Accounts, Edison Electric Institute

Steve Kiesner is Director of the Edison Electric Institute's National Accounts Program. Based in Washington, D.C., EEI is the trade association of shareholder-owned energy companies. Its members produce approximately 79% of all of the electricity generated by electric utilities in the US. EEI's National Accounts provides multi-site companies with marketing information and intelligence. It also serves as a clearinghouse of information for the industry and provides forums for its members and multi-site national customers to engage one other-conduct business, discuss important issues, and share information. The National Accounts program also provides grass root lobbying initiatives with commercial customers. Steve has been with EEI's National Accounts since August, 1996. Before EEI, Steve was with the Potomac Electric Power Company (Pepco) for seven years where he served as customer representative for the federal government including the GSA, White House, Architect of the U.S. Capitol, National Parks Service, Smithsonian Institution, FBI, and several federal agencies others. He also was involved in implementing Pepco's Curtailable Load Program, an end-use management program for large commercial customers. Steve has a B.S. degrees in Economics and Business-Finance.

Mr. Kiesner can be contacted at 202-508-5000 or skiesner@eei.org

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.