Editorial Board   Guest Author

Mr. Reitknecht

Robert Reitknecht

Founder, Robert Reitknecht

Robert Reitknecht's philosophy about customer service can be summed up as the following: Companies must live and breathe service excellence every day. A veteran customer loyalty professional and guest experience expert for over two decades, Mr. Reitknecht has provided service-focused insights to a number of Fortune 100/500 companies while holding positions as General Manager, Director of Operations, Regional Human Resources Manager, and Director of Fitness Operations to name a few.

He has worked primarily in the hospitality and guest relations verticals, crafting cultures of excellence by spearheading quality standard initiatives, process improvements, and hands-on training and development programs. Mr. Reitknecht has held many customer-facing positions throughout his career, working at the AvalonBay Communities; Town Sports International; Costco Wholesale, Inc.; and Dolce Hotels & Resorts, among other companies.

His promise to help clients by driving their internal teams to go beyond today's expected level of service to create a "wow experience" is driven by his passion for professional development. He has completed The Ritz-Carlton Executive Education Series and several performance and operational excellence leadership courses throughout his career to further maximize operations and profits. He is currently a board member of the National Diversity Council, and has been awarded several accolades that honor hospitality leaders who exemplify legendary customer service. Most recently, he led a series of customer experience training seminars across Southern CT.

My goal is simple: paint the picture for customer service excellence, find the right strokes, colors and canvas, and design a customer service masterpiece. In painting the picture for employees, my clients have a better understanding of their unique functions and what is expected of them to ignite and deliver legendary service excellence.

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

Mr. Reitknecht can be contacted at +1 203-894-9412 or robert@robertreitknecht.com

Coming up in November 2019...

Architecture & Design: Biophilic Design

The hospitality industry is constantly evolving to meet and exceed guest expectations. As a result, hotels are always on the lookout for new ways to improve the guest experience, and architecture and design is an essential part of this equation. Bold design is often the most effective way to make an exceptional first impression - an impression guests use to distinguish between brands. One design trend that is being embraced worldwide has become known as “Biophilic Design.” Biophilic design is based on the concept of biophilia, which is the theory that human beings have an innate tendency to seek out nature, natural elements, and natural forms. Biophilic design is more than hotels simply adding a surplus of plants; it involves incorporating specific design elements into a hotel in order to imbue it with a sense of wellness and well-being. Some of those elements include exposure to natural lighting; views of nature and rooms with a view; natural architectural patterns; salvaged or reclaimed woods of all types; reclaimed metals; sustainably sourced stone; living green walls and vertical gardens; and direct and indirect exposure to nature. Hotels that have incorporated biophilic design into their properties are reaping the benefits associated with this trend including reduced stress responses, better air quality, lower energy costs, and more positive guest reviews. Biophilic design has also been shown to improve guest moods and to satisfy consumer demand for environmental responsibility. Savvy hotel owners and managers are aware that nature-inspired elements enhance their guests' comfort and well-being, which is why this trend is becoming so prevalent. Biophilic design is just one topic in the fields of hotel architecture and design that will be examined in the November issue of the Hotel Business Review.