Editorial Board   Guest Author

Mr. Klein

Steven Klein

Partner, Gerson, Preston, Klien, Lips, Eisenberg & Gelber

With almost 30 years of experience in public accounting, Steven Klein has established a fine reputation for excellence and superior results for clients. His practice is focused in the areas of financial accounting and auditing in a variety of industries including real estate, leasing, construction, hospitality, manufacturing, technology, wholesale distribution, retail, professional services, and financial sector.

A graduate from New York University in 1983 with a bachelor's degree in accounting, Mr. Klein began his professional career working at a multinational accounting firm in New York and then in South Florida.

Since joining Gerson Preston in 1988, Mr. Klein continues to focus his practice on the management of financial audit engagements and financial consulting, financial statement preparation, compilation and review services, and tax compliance and research matters for clients in diverse industries. He also assists clients in the design and implementation of systems of internal accounting control.

Mr. Klein has instructed the accounting community regularly for continuing professional credit and has instructed CPA candidates in preparation for the CPA exam.

Mr. Klein is a member of both the American and Florida Institutes of Certified Public Accountants and the New York Society of Certified Public Accountants.

In addition to his professional responsibilities, Mr. Klein has been an active participant in charitable causes, including the Diabetes Research Institute Foundation, the Temple Beth Am Day School, the Leukemia Society of America, and the South Florida Builders' Association, where he has served on boards and executive committees.

Mr. Klein can be contacted at 305-868-3600 or sfk@gprco-cpa.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.