Editorial Board   Guest Author

Mr. Link

Daniel Link

Assistant Vice President of Analytics, Gallagher Bassett

Dan Link currently serves as Assistant Vice President of Analytics at Gallagher Bassett. Gallagher Bassett is the world's premier provider of risk and claims management services, including workers' compensation, liability, property, risk control, and appraisal services.

Mr. Link has been with Gallagher Bassett for nearly three years and currently oversees client and prospect analytics, including new business opportunities, custom benchmark reports, client stewardships and proactive analytics that support ongoing program health and actionable insights. Mr. Link consults with both clients and prospects to identify loss drivers, areas of program improvement, and potential cost saving opportunities. In his insurance career, which spans over 10 years of experience at GB, CNA and Zurich, he has held a variety of leadership positions, with experience across Property, WC, GL and Auto lines. He has held previous roles as a Director of Small Business Underwriting, CNA; Practice Leader for the manufacturing and real estate segments in Zurich's Middle Markets Commercial segment, marketing manager for Zurich's industry practices, and as a senior analyst within their Operations and Strategic Planning Group.  Prior to the insurance world, Mr. Link was a social policy researcher at Congressional Quarterly in Washington, D. C.

Mr. Link holds a Master's in Business Administration from Loyola University Chicago, a CPCU designation and a Bachelor's of Arts in Political Science from Michigan State University. Mr. Link currently resides in Glen Ellyn, IL, with his wife and two children.  Aside from crunching numbers and thinking about claims outcomes, he enjoys live classic country music, devouring cook books and making food with his kids.

 


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

Mr. Link can be contacted at 630-438-1697 or daniel_link@gbtpa.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.