Editorial Board   

Mr. Martin

Maurice Martin

President, COO & Founder, iRise Inc.

Maurice Martin is the president, chief operating officer and founder of iRise, the world's leading application definition software company which enables companies to visually simulate business applications before they are built. Mr. Martin founded iRise as a consulting firm on an early and accurate prediction of Java acceptance and Internet growth in 1996. Having driven more than 300 client application development engagements, he recognized a need to bridge the communication gap between business and IT stakeholders in an effort to reduce rework and bring applications to market faster. In 2002, he led the company in productizing the offering and introduced simulation software to the market. In addition to his business management role, Mr. Martin shapes the iRise vision and guides the product roadmap. Mr. Martin gained his business and technology acumen during tenures at Deloitte Consulting and Accenture. Prior to iRise, he was a systems analyst and project manager at Deloitte Consulting, having worked extensively on trading and portfolio systems for clients such as Montgomery Asset Management and PIMCO. As a consultant and systems analyst at Accenture, Mr. Martin worked on general ledger, billing, trading and portfolio systems for clients such as The Capital Group, Kaiser Permanente and Southern California Gas Company. His core strength lies in streamlining business processes and applying innovative business technology. He earned a B.S. in electrical engineering from the University of California at Santa Barbara.

Mr. Martin can be contacted at 310-426-7886 or mmartin@irise.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.