Editorial Board   Guest Author

Mr. Greger

Ken Greger

Partner, Ward Howell International

Based in Portland, OR, Ken Greger is a Partner  with Ward Howell International.  With a broad focus that includes hotels & resorts, restaurants, casinos and integrated resorts, cruise lines and travel technology, Mr. Greger focuses on finding the right leadership to help clients achieve strategic outcomes.  Clients range from tech startups, hotels and resorts, to major brands and Fortune 500 organizations.  Mr. Greger has spoken multiple times at The Lodging Conference, ALIS, The Global Spa & Wellness Summit and to numerous other audiences. A frequent author, Mr. Greger's articles have appeared in The Cornell H. R. A. Quarterly, Hotel & Motel Management, Hotel News Now and other leading industry news media, including Huffington Post.  

Mr. Greger is on the ALIS Planning Committee and is also on the Board of the HSMAI Foundation.  A Certified Public Accountant, Mr. Greger began his career with Deloitte & Touche and from there entered the world of executive search and consulting. He later joined KPMG's global search practice in Los Angeles, where he was also a member of the firm's Entertainment Industry Practice Group. After six years with KPMG, Mr. Greger was recruited to lead executive search in the Western Region for Laventhol & Horwath, a position he left after four years to launch Greger/Peterson Associates, Inc., a highly regarded executive search firm specializing in Hospitality & Leisure. More than 20 years later, the firm merged with a boutique executive search and advisory firm also focused on hospitality.

 In December 2018, Mr. Greger joined Ward Howell International as a Partner with this growing global firm that currently has 27 offices throughout the world.

 

Please visit http://www.wardhowell-usa.com for more information.

Mr. Greger can be contacted at 503-655-4100 or ken.greger@wardhowell-usa.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.