Editorial Board   

Mr. Boni

Paolo Boni

President & Chief Executive Officer, VFM Leonardo, Inc.

Paolo Boni has been leading VFM Leonardo's vision and strategic direction since 2001. Under his leadership, the company has expanded globally and now has over 80,000 hotels, over 30,000 travel related website partners worldwide and the largest online visual content distribution network for the travel industry. As a recognized travel industry expert, Mr. Boni frequently speaks at major travel conferences on subjects relating to online travel marketing, online hotel merchandising and rich media. Since 2003, Mr. Boni has been a regular speaker and panelist at Hotel Electronic Distribution Network Association (HEDNA) conferences, including HEDNA Miami 2003, Frankfurt 2006 on and New Orleans 2008 on the transformation of distribution, customer experience, consolidation and the future of the online travel industry. In 2006, Mr. Boni spoke at the Eye For Travel - Travel Distribution Summit's (TDS) in Europe and Chicago, on the impact of rich media on consumers' hotel booking decisions and the Travelcom conference on using compelling content to build hotel brands online. He was a panelist on destination marketing to young adults at the Educational Seminar For Tourism Organizations (ESTO) and the online marketing roundtable at the MMG Vail Summit Senior Travel Executive Forum. More recently, Mr. Boni presented at the Hotel Association of Canada's Annual Conference 2008 on guerrilla marketing and marketing in the 21st century. Mr. Boni holds an LL.B. from Osgoode Hall Law School (1993) and a B.A. Economics from McGill University (1989). He was formerly a Partner with leading Canadian business law firm, Davies, Ward, Phillips & Vineberg LLP, practicing in securities and corporate law with an emphasis on corporate finance, mergers and acquisitions. VFM Leonardo is the leader in online hotel merchandising with the largest, universally accepted online visual content distribution network (VNetwork) for the global travel industry. VFM Leonardo's VBrochure and VScape products leverage the distribution capabilities of the VNetwork and are the most effective visual content management and merchandising systems available to hoteliers today. For more information about VFM Leonardo, visit http://www.vfmleonardo.com

Mr. Boni can be contacted at 1-877-593-6634 or press@vfmleonardo.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.