Editorial Board   

Ms. Stehle

Tina Stehle

Senior Vice President & General Manager, Agilysys Hospitality Solutions Group

Tina Stehle is senior vice president & general manager of Agilysys Hospitality Solutions Group. Agilysys hospitality offerings include the Lodging Management System® (LMS), Visual One™ Property Management System, Stratton Warren System (SWS), Eatec® Solutions by Agilysys, InfoGenesis™ POS and the DataMagine™ document management solution. Agilysys is a leading provider of innovative IT solutions to corporate and public-sector customers, with special expertise in select markets, including retail and hospitality. The company uses technology — including hardware, software and services — to help customers resolve their most complicated IT needs. The company possesses expertise in enterprise architecture and high availability, infrastructure optimization, storage and resource management, identity management and business continuity; and provides industry-specific software, services and expertise to the retail and hospitality markets. Headquartered in Cleveland, Agilysys operates extensively throughout North America, with additional sales and support offices in the United Kingdom and China. Ms. Stehle joined Agilysys in 2004 through its acquisition of Inter-American Data, Inc. (IAD), where she served as vice president of software services. Prior to joining IAD, she worked for Flagler Computer Software, where her primary function was software development and technical services. She also has held various senior-level positions at Federal Express, Cox Communications and D'Arcy MacManus Masius. Ms. Stehle received her Bachelor's degree in education from Wilkes University and her MBA from Emory University's Goizueta School of Business.

Ms. Stehle can be contacted at 800-262-3600 or tina.stehle@agilysys.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.