Editorial Board   

Mr. Kall

Rob Kall

President, Bookt LLC

Rob Kall, President of Bookt LLC, is a 'technopreneur' at heart. He founded Bookt (www.bookt.com ) in 2007 to fill a large void in the global vacation rental industry, drawing upon his 12+ years of experience in developing and implementing some of the most sophisticated (and visited) real estate and property websites in the world. Mr. Kall is a master of emerging web technologies, especially as they are applied to the travel industry, as well as behavioral targeting and engagement, deciphering marketing trends into widgets and applications, and online distribution hubs beyond the GDS. Mr. Kall has designed and led the implementation of Remax.com - # 2 Real Estate Site in US (was #10 at project start), designed and led the implementation of LeadStreet, a CRM and Lead management system used by over 70,000 RE/MAX agents - Has delivered over 5M leads to RE agents in less than 2.5 years, and designed the architecture for the First National MLS Search Enabled Brokerage web portal for Help-U-Sell. Mr. Kall also has a successful track record as an entrepreneur. In 2001 he co-founded RECHANNEL, a real estate technology company, where he laid the groundwork for the REMS platform used by 5 of the largest real estate companies in the world (RE/MAX, Century 21, Coldwell Banker, ERA & Sotheby's International Real Estate). In 2004 RECHANNEL was sold to eNeighborhoods where Mr. K"all was VP of Web Development until 2007. Mr. Kall has Bachelors degree in Computer Science from University of Boras, Sweden.

Mr. Kall can be contacted at 800-941-0868 or rob@bookt.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.