Editorial Board   Guest Author

Mr. Tardy

Herve Tardy

VP & GM, Distributed Power Infrastructure Division (Americas), Eaton

Herve Tardy is Vice President and General Manager of Eaton's Distributed Power Infrastructure business unit. In this role, Mr. Tardy manages the Americas product roadmap for power solutions, software and connectivity products to reinforce Eaton's technology leadership. He also has responsibility for the Eaton IT channel, working closely with IT resellers and managed service providers to design strategies that drive recurring revenue opportunities for a range of end markets.

Mr. Tardy is a 30-year veteran of the uninterruptible power system (UPS) industry and has held multiple positions in sales, channel marketing, marketing communications, product marketing and product development.

At Eaton, he has closely watched shifts in the IT landscape that continue to have an impact on the hotel industry, including: the emergence of cloud and hybrid models for managing IT workloads; the rise of edge computing and distributed IT; and the evolution of cybersecurity as the Internet-of-Things and increased connectivity have created new opportunities for cyber threats.

Additionally, he continues to work with Eaton's customers across industries to provide reliable backup power solutions to ensure business continuity in the event of outages or other unplanned power events.

Ultimately, through integration with Eaton Alliance Partners such as VMware, Cisco, Microsoft and Nutanix, Mr. Tardy works with IT solution providers to align their power management strategies in a way that anticipates emerging technology trends and prepares end customers to meet tomorrow's challenges.

Mr. Tardy is based in Raleigh, North Carolina, and he graduated from the ESSEC Business School in Paris, France, and the Stanford Executive Program.

Please visit http://powerquality.eaton.com/USA for more information.

Mr. Tardy can be contacted at 919-412-5550 or HerveTardy@Eaton.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.