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.

Mr. Reitknecht 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. He 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.

Mr. Reitknecht's 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.

Mr. Reitknecht 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.

In his words: 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 April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.