Editorial Board   

Mr. Weissman

Arthur Weissman

President and CEO, Green Seal, Inc.

Arthur B. Weissman, Ph.D., is an environmental professional with over thirty-five years of experience. As President and CEO of Green Seal, he has led the organization both as a force to promote the green economy and as the premier nonprofit certifier of green products and services in the United States. Dr. Weissman joined Green Seal in 1993 as Vice President of Standards and Certification, becoming President and CEO in late 1996, and he served as founding Chair of the Global Ecolabelling Network from 1994 to 1997. He oversaw the development of Green Seal's standard for lodging properties (GS-33) in 1999 and the certification of scores of properties to that standard since then. Prior to joining Green Seal, he was responsible for developing national policy and guidance for the Superfund program at the U.S. Environmental Protection Agency. He also served as a Congressional Science Fellow and worked for The Nature Conservancy in Connecticut. He holds a Ph.D. from Johns Hopkins University in physical geography and environmental science, a masters in natural resource management from Yale School of Forestry and Environmental Studies, and a bachelors degree from Harvard University. His book, In the Light of Humane Nature, was published in 2014. In it he traces the development of the green economy against the backdrop of increasing environmental degradation, arguing that our attitude toward nature must fundamentally be a moral one in order to achieve “environmental salvation” and a sustainable world. His other interests include family, classical music and piano, hiking, birding, reading, and writing.

Please visit http://www.greenseal.org for more information.

Mr. Weissman can be contacted at 202-872-6400 or aweissman@greenseal.org

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.