Editorial Board   Guest Author

Mr. Ahler

Patrick Ahler

Partner & Vice President of Marketing, Lights On Digital

Patrick Ahler is a dedicated performance marketer, with 15 years of experience specializing in consumer behavior, multi-channel optimization strategies, and delivering top ROI. He has served in a wide variety of roles including: entrepreneur; executive; coder and designer; and project manager in the production of hundreds of web projects. His success is a direct result of his extraordinary interest in problem-solving and his genuine desire to help others.

Mr. Ahler is an expert at empowering clients to make better decisions through quantifiable results backed up by easy-to-use data. He believes that all businesses should have access to high-quality digital and revenue-management solutions.

Mr. Ahler has worked with major Hawaii hospitality brands including Aqua Hospitality and information technology companies such as Superb Internet. He has also served as president of Empowered Internet Solutions and as a systems administrator for Vikus Corporation.

He holds a bachelor's degree in computer systems administration from Southern Adventist University in Tennessee.

Mr. Ahler is co-owner and one of the founders of Lights On Digital, a Honolulu-based digital marketing agency. It was established in 2014 with roots in the hospitality and visitor industry. The company pairs an in-depth understanding of hotels and resorts with the know-how and cutting-edge tools of a leading tech company.

Lights On works with more than 1,500 hotel rooms across 25 properties in Hawaii, mainland U.S., and internationally. The company recently earned two Adrian Awards from the Hospitality Sales and Marketing Association International (HSMAI), and two Horizon Interactive website awards. In 2017, it was honored with a Pele Award from the Hawaii Chapter of the American Advertising Federation.

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

Mr. Ahler can be contacted at 808-213-3010 or patrick@lightsondigital.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.