Editorial Board   

Mr. Day

Ryan Day

Founding Partner, The Portal Live, LLC

Born and raised in Ann Arbor, Michigan, Ryan Day earned his bachelor of fine arts degree from Kendall Collage of Art and Design in 2004. Embracing his passion for innovation, he soon after opened a successful design firm, Ryan Day Design. From its inception, the firm focused on providing clients the highest possible return on their advertising investments by creating fully integrated multiplatform marketing campaigns. Mr. Day draws on his experience to develop elegant solutions to enhance productivity in complex, interconnected consumer ecosystems. Mr. Day works with clients to implement sustainable systems-based solutions that address the ongoing frustrations business owners face regarding low returns on conventional advertising, and inadequacies in the ability to reach motivated consumers. Mr. Day founded The Portal Live, LLC in 2005 after studying conventional and emerging advertising models including in-room hotel publications, in-flight print media, location-based digital advertising, intuitive mobile marketing, and social media communications. This provided the guidelines to develop a system that would consistently provide boutiques access to new highly motivated consumers, while ensuring hotels enjoyed increased revenue. Recognizing significant opportunities in emerging mobile web technologies, Mr. Day launched Touch Tech Media Lab, LLC in 2013. The company creates custom multi-platform web applications and mobile websites designed specifically to increase exposure, usability, and conversions among mobile customers. Supported by a team of software developers, Mr. Day now looks to establish Touch Tech Media Lab, LLC as an industry leading developer of custom digital solutions for small to medium sized businesses. Mr. Day remains as a partner and continues to follow the market and drive Touch Tech Media Lab forward, connecting local consumers with regional businesses via mobile web technologies.

Mr. Day can be contacted at 954-254-3099 or rday@TouchTechMediaLab.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.