Editorial Board   

Mr. Federman

John Federman

CEO, eStara

John Federman is CEO of eStara, a leading provider of multi-channel communications solutions that connect buyers and sellers. eStara's customer interaction tools increase marketing and sales conversion rates for large enterprises including Starwood, Hilton, Red Lion, and Club Med. Other clients include Verizon, Amazon.com and Continental Airlines. eStara's Click to Call service seamlessly transitions online consumers, together with the context of their session, into immediate telephone or PC-based voice contact with the business. Their call tracking service provides a flexible, scalable call tracking and monitoring service that allows companies to track leads generated in any print or online medium. As Chief Executive Officer, John Federman is responsible for eStara's strategic direction, growth and corporate vision. Mr. Federman brings more than 20 years of experience with innovative information technology and media companies to eStara. Prior to joining the Company, Mr. Federman was co-founder, president and CEO of Dotomi, an Internet advertising company, and was responsible for its successful rollout in the United States. Mr. Federman has extensive experience in developing start-up companies and driving them to growth and profitability. As president and CEO of AdSmart, a CMGI company, he grew the company tenfold and orchestrated its sale to Engage. Following AdSmart, he successfully repositioned Newmediary from a destination site to an ASP supporting a private label directory network, and sold that company to CNet Networks. Mr. Federman's career began at Ziff Davis Publishing, where he held a number of positions culminating as Publisher of PC Week, the world's Number 1 trade journal. Mr. Federman is a graduate of the University of Massachusetts and holds a Bachelor of Arts degree in Business and Art.

Mr. Federman can be contacted at 703-842-4436 or John.federman@estara.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.