Editorial Board   Guest Author

Mr. Henry

Eric Henry

President, Tightrope Media Systems

Eric Henry is President of Tightrope Media Systems, a leading supplier of digital signage software, broadcast automation and servers. Upon joining the company in 2013 as Business Architect, Mr. Henry made an immediate impact with business development, product development, and operational initiatives. This included the rollout of new business processes and procedures, including a transition to Netsuite software tools for managing daily operations, that reduced costs and increases operational efficiencies for the company. On the product development side, Mr. Henry was behind the innovations of Carousel 7.0 Digital Signage Software, which represents an enormous leap in ease of use and operational flexibility for customers worldwide. His business development initiatives also resulted in significant annual year-on-year revenue increases, and key partnerships with major industry vendors such as BrightSign. Since becoming President in 2016, Mr. Henry's main responsibilities include management of key industry relationships, new talent acquisition, and ensuring the entire Tightrope Media Systems team is equipped with the resources they need to continue innovating for the broadcast and professional AV industries. One of his chief focal points is to invest in tools that help everyday people and businesses tell their story, from simplicity of Tightrope designs through to the availability of the company's software - and partner hardware - that deliver outstanding overall value. Prior to joining Tightrope, Mr. Henry worked at Tierney Brothers, a dealer and systems integration firm that includes Tightrope among its many clients. Born and raised in the Twin Cities, Mr. Henry attended Bethel University and majored in Accounting and Finance.

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

Mr. Henry can be contacted at 866-866-4118 or eric.henry@trms.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.