Editorial Board   

Mr. Pesik

Greg Pesik

President & CEO, Passkey International

Greg Pesik is President and CEO of Passkey. Mr. Pesik brings extensive hospitality and travel information technology experience to Passkey.

Prior to joining Passkey, Mr. Pesik served as Senior Vice President of Transport, Travel, and Hospitality at Talus Solutions which was acquired by Manugistics in late 2001. During his tenure, Mr. Pesik helped position the company as the leading provider of profit optimization technologies and orchestrated Talus Solution's move into new industries such as gaming.

Before joining Passkey, Mr. Pesik oversaw an industry portfolio that included hotels, passenger airlines, cruise lines, cargo, ocean shipping, rail, trucking, and rental cars. Prior to Talus Solutions, Mr. Pesik was Vice President and Director of Business Development at Aeronomics, Inc. where he first entered the field of yield and revenue management software. He has also held lead consulting and management positions for Andersen Consulting (Accenture) and KPMG Peat Marwick (Bearing Point), both in the fields of hospitality and travel.

Mr. Pesik is a frequent guest lecturer at Cornell University and speaker at industry forums. Mr. Pesik holds an MBA from the Johnson School at Cornell University and a Bachelor of Science degree from the Cornell School of Hotel Administration.

Please visit http://www.passket.com for more information.

Mr. Pesik can be contacted at +1 617-237-8200 or gpesik@passkey.com

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.