Editorial Board   

Mr. Paton

Mike Paton

Senior Vice President, Signature Worldwide

As senior vice president of sales for Signature Worldwide, Mike Paton develops, manages and directs all company sales within the hospitality industry. Paton is responsible for coordinating sales efforts for 5,000 customers worldwide, including licensees in Brazil, Belize, Costa Rica, Cypress, El Salvador, Greece, Guatemala, Honduras, Mexico, Nicaragua, and Panama. Prior to joining Signature in 2003, Paton managed sales and marketing for Corporate One, a financial institution providing investment solutions and correspondent services to credit unions. As a member of the company's senior management team, Paton doubled its customer relationships, increased assets under management by more than 100 percent and expanded the company presence from six to 23 states. He also served as senior vice president of sales and marketing for PurchasingFirst.com, Inc., a professional and technical e-commerce consulting company. While there, Paton was responsible for designing and implementing sales strategies for the company's customized purchasing tools and national e-commerce marketplaces. Paton also has served in executive roles at the Huntington National Bank and Star Bank, where he built and maintained relationships with hundreds of business owners and entrepreneurs. Paton is a national champion public speaker and holds a bachelor's degree in English literature from The Ohio State University. Signature Worldwide is the leading solutions provider to service-based organizations, creating tailored programs that directly impact the bottom line. Established in 1986 and headquartered in Columbus, Ohio, Signature operates throughout North America and has licensees in South America and Europe. Signature is a private company, with revenues $12 million in 2004.

Mr. Paton can be contacted at 800-398-0518 or mikepaton@signatureworldwide.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.