Editorial Board   Guest Author

Mr. Megazzini

Bob Megazzini

Area General Manager, Sage Hospitality

Bob Megazzini is an Area General Manager for Sage Hospitality overseeing two Colorado hotels - the JW Marriott Denver Cherry Creek and the Courtyard by Marriott Denver Downtown.

Sage Hospitality is a leading hotel management and investment company based in Denver.

With more than 30 years of hospitality management experience, Mr. Megazzini previously served as the General Manager of The Westin Cleveland Downtown. He has also held multiple leadership positions with Marriott International, including at the Cleveland Marriott Downtown at Key Center, the Detroit Marriott Livonia and the Griffin Gate Marriott Resort & Spa.

Mr. Megazzini graduated from the University of Massachusetts at Amherst with a Bachelor's Degree of Science in Hotel, Restaurant and Travel Administration. He has earned numerous industry accolades, including being named Sage Hospitality's Leader of the Year, the JW Marriott Eagle Leadership Award, the Ohio Lodging Association GM of the Year Cleveland and the Marriott Business Council Leadership Award and Financial Leadership Award.

Mr. Megazzini believes in strong community involvement and has served as a board member on the Marriott Business Council, Junior Achievement of Greater Cleveland and the Children's Miracle Network Advisory Council. He also served on the Executive Committee of Cleveland Convention and Visitors Bureau Board of Directors and led the Sales Committee in 2012.

The JW Marriott Denver Cherry Creek features 196 spacious guest rooms and suites that blend modern decor with generous space with an exquisite 4-piece marble bathroom.  The hotel offers 8,400 square feet of meeting space, including Fireside, a 2,400 square foot outdoor event space.

The Courtyard by Marriott Denver Downtown completed a multi-million dollar renovation last year that included updates to its lobby and 3,200 square feet of urban meeting space, which includes seven flexible venues.

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

Mr. Megazzini can be contacted at 303-595-7200 or bob.megazzini@sagehospitality.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.