Editorial Board   Guest Author

Mr. Caputo

Bob Caputo

Founder, Bob Caputo Living Well

Bob Caputo is a writer and speaker about health and wellness, among other things. The founder of [Bob Caputo Living Well][1], he is the producer of a series of informative - and inspiring - videos about everything from nutrition and creatively healthy cooking to fitness and specific exercise regimens. Mr. Caputo stresses the educational aspect of health and wellness, while imbuing his content - including his articles and TV interviews - with a sense of entertainment and fun. An expert on matters of self-improvement, and a model of encouragement to others, he popularizes healthy living for a global audience. His entrepreneurial spirit is at the center of his commitment to innovation involving the way we learn about - and adopt a lifestyle on behalf of - health and wellness. Along with his inclusion of top dietitians, personal trainers, chefs and health care consultants, Mr. Caputo is at the forefront of bringing his signature brand of wellness to an online community worldwide. His belief in transparency, from meal preparation to customized fitness milestones, gives his viewers the peace of mind they deserve. Mr. Caputo continues to highlight these benefits for a diverse group of fans, whose interests range from enhancing nutrition to achieving practical goals such as weight loss and strength conditioning. [1]: http://www.bobcaputolivingwell.com/

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

Mr. Caputo can be contacted at bob@silverpalmproductions.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.