Editorial Board   

Mr. Bova

Rocco Bova

General Manager, Chable' Resort & SPA

Rocco Bova, an Italian born hotelier, Cornell educated, with an international career in luxury hotels spanning over 20 years and six continents, is a passionate, energetic and enthusiastic professional, with experience from classic hotels to cutting edge design, from business city properties to resorts operations and from golf resorts to destination wellness. 

Mr. Bova has been involved in the past 10 years in some exceptional projects including successfully repositioning, rebranding and branding of non performing properties or young companies ready to take on the world with new concepts.

Part of his ''retirement plan'' is to become a teacher or an invited speaker in a world class hospitality school, in order to inspire the next generation of hoteliers.  

Currently Mr. Bova is the GM of Chable' Resort & SPA, a luxury wellness resort set in the Yucatan jungle of Mexico, he and his team have been key to the incredible success and many international awards it has gained just after a year and half since its opening.

Please visit https://chableresort.com/ for more information.

Mr. Bova can be contacted at +52 55 4161 4262 or rocco.bova@chableresort.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.