Editorial Board   Guest Author

Mr. Green

Chris Green

Chief Commercial Officer, Chesapeake Hospitality

Chris Green brings more than a quarter century of successful hospitality operations experience to Chesapeake Hospitality's corporate team, including nearly a decade in the field at various Chesapeake-managed properties. Chesapeake Hospitality provides institutional and individual hotel investors and owners of full-service hotels with result driven management expertise. A niche hotel management hotel company, Chesapeake has a laser focus on managing upper midscale, upscale and upper upscale hotels across the U.S. As chief commercial officer, Mr. Green is responsible for all field operations of the Chesapeake managed estate, a portfolio of properties that continues to evolve to reflect the contours of a changing marketplace.

Under Mr. Green's leadership, Chesapeake has successfully demonstrated a proven ability to deliver industry-leading financial results across a wide range of markets and hospitality concepts. Mr. Green understands how to balance a property's long-term strategic vision with the practical immediacy of day-to-day operational demands, and he takes a leading role in actively managing, improving and protecting every asset.

Prior to joining the Chesapeake, Mr. Green held a variety of key operational positions with three national hospitality chains. He has a strong F&B background, including supervising more than 40 restaurants with RMS Restaurants, S&A Restaurant Corporation and Brinker International.

Mr. Green attended Florida State College at Jacksonville with a concentration in management. He holds the Certified Hotel Administrator designation from the American Hotel and Lodging Association (AHLA) and has served as president and board member for various CVB, Tourism development, and Hotel & Motel associations in the markets in which he has worked.

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

Mr. Green can be contacted at 301-474-3307 or cgreen@chesapeakehospitality.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.