Editorial Board   

Mr. Plotka

Robert Plotka

Managing Director, CityScape Capital Group

Robert Plotka, CFA is a Managing Director and Co-Founder of CityScape Capital Group, LLC based in Princeton, NJ. CityScape Capital Group is an investment banking firm that specializes in providing direct investment, equity placement and financial advisory services for historic rehabilitation tax credit transactions located throughout the country. In addition, Mr. Plotka is the President and Co-Founder of Preservation Easement Trust, Inc. based in Princeton, NJ. As a qualified 501(c)(3) nonprofit charitable organization, Preservation Easement Trust is dedicated to preserving our nation^aEURTMs historic buildings and sites through the acceptance and responsible management of historic preservation conservation easements combined with public education and awareness efforts designed to foster support for historic preservation. Before co-founding CityScape Capital Group and Preservation Easement Trust, Mr. Plotka managed the development and implementation of new business opportunities at Automatic Data Processing/Brokerage Information Services Group (ADP/BISG). His activities included mergers and acquisitions, strategic planning, deal structure negotiations, company and systems integration, and corporate re-engineering. During this time period, he also managed the design and development of two market intelligence databases for ADP/BISG's intranet, performed in-depth strategic explorations into electronic exchanges, frame relay networks, and the value of information content, and supervised the corporate and systems integration of a newly acquired fixed-income back office processing company. Prior to obtaining his graduate degree, Mr. Plotka served as a MIS consultant for Andersen Consulting's Financial Services Group and a mortgage-backed securities analyst for Thomson McKinnon Securities. Mr. Plotka holds a bachelors degree in economics from the University of Pennsylvania and a masters degree in finance and marketing from the Marshall Graduate School of Business at the University of Southern California, where he graduated with high honors and received the Albert T. Quon University and Community Service Award. In addition, Mr. Plotka is a Chartered Financial Analyst.

Mr. Plotka can be contacted at 609-951-2200 or robert@cityscapecapital.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.