Editorial Board   Guest Author

Mr. Isvan

Omer Isvan

Founder & President, Servotel

Omer Isvan is the founder and president of Servotel, celebrating over 30 years of evolution into a global Hotel & Resort consulting boutique. Servotel is now widely recognized as the leading advisor in the investment and development of hotels, resorts, wellness facilities and integrated residential and mixed-use lifestyle developments worldwide.

Backed up with industry-leading specialists based in London and Istanbul, Mr. Isvan's experience spans over 43 countries and numerous projects advising investors in every step of investment and development from green-field concepting stage through to asset management of hotels, resorts, destination wellness and lifestyle communities, most involving the selection of and cooperation with global hospitality and spa operators and brands.  

Mr. Isvan's unique approach and vision for development advisory field, strong passion for a fully coherent holistic R&D and expertise base that plugs-in to the investor and that maintains the link between the vision, physical and operational concept and the financial feasibility, led to Servotel's fully integrated multi-discipline structure. This structure includes specialists in concept and creative elements, legal, economic, financial, market research & marketing, design & engineering to complement and cohere the investor, its architects, designers, specialist consultants and operators throughout the development and pre-opening process.

A graduate of University of Surrey, England, Mr. Isvan is a Fellow of Institute of Hospitality; member of the board of the Global Wellness Institute, Advisory Board member of the International Hotel Investment Forum and the Global Wellness Summit and member of Institute of Directors and British Institute of Management. Mr. Isvan is also reported to have introduced the term 'boutique hotel' into the industry and is one of few industry leaders to have made the cover of Business Week. Alongside his career, Mr. Isvan contributes to the industry by delivering keynote lectures on hospitality development at conferences and leading universities and corporate MBA's globally.  

Please visit http://www.servotel.net for more information.

Mr. Isvan can be contacted at +44 02071291251 or omer@servotel.net

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.