Editorial Board   

Mr. Davis

Gavin Davis

Director, Neptune Hospitality Advisors, Inc.

Gavin Davis is Director of Neptune Hospitality Advisors, Inc. He joined Neptune Hospitality Advisors in January 2003. His responsibilities include soliciting and prospecting capital sources, the preparation of investment memorandums and proposals, facilitating the due diligence process, financial modeling and evaluation of all potential transactions. Mr. Davis began his professional career with CIBC World Markets as an investment banking financial analyst. He has held positions with Prudential Real Estate Investors and the REIT equity research team of Legg Mason Wood Walker, where he assisted the hotel REIT financial analyst. Mr. Davis earned his Bachelor of Science degree from Cornell University's School of Hotel Administration.

Mr. Davis can be contacted at 858-964-5675 or gavin@neptuneha.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.