Editorial Board   Guest Author

Mr. Terve

Johan Terve

Vice President Marketing, Aptilo Networks

Johan Terve is Vice President of Marketing at Aptilo Networks. Aptilo is the global leader in Wi-Fi service management for large scale Wi-Fi, with 100+ service provider customers in 75 countries. Aptilo's customers enable Wi-Fi services for 200+ million users and different verticals including thousands of hotels. In May 2017, Aptilo launched the Aptilo Guest Wi-Fi Cloud ™ (GWC) service. Aptilo GWC is based on the award-winning Aptilo SMP Venue Wi-Fi Manager ™ software platform, featuring functions for analytics, captive portal, user engagement and Wi-Fi monetization. The Aptilo solutions work with everything large scale Wi-Fi, supporting hardware from leading vendors such as Aruba, Cisco, Cisco Meraki and Ruckus. 

Mr. Terve has more than 30 years of experience working in the IT industry, and has spent the last 20 years in various CEO, VP and Director positions.  Mr. Terve joined Aptilo in 2007 and prior to that he served as VP Marketing & Sales at Ingate Systems.  In the position of  VP Marketing & Sales he succeeded in putting the company on the map as a leading global player in SIP-capable firewalls and SIP trunking solutions for enterprise Voice-over-IP (VoIP). As Marketing Director for Nordic Datadistribution, a $130M company, he was responsible for all business divisions and corporate marketing and helped this major IT equipment distributor become the fastest growing company in Sweden for four consecutive years.

Mr. Terve started his career as a software developer and has a broad university-level education in business administration, psychology and economics.

 

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

Mr. Terve can be contacted at 866-861-3900 or johan.terve@aptilo.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.