Editorial Board   

Mr. Cardono

Gary Cardono

Director of Hospitality Sales, Globe Union Group, Inc.

Gary Cardono is the Director of Hospitality Sales for the Danze Inc. and Gerber Plumbing Fixtures brands, a subsidiary of Globe Union Group, Inc. (“Globe Union”). Prior to joining Gerber, a leading manufacturer of vitreous china plumbing fixtures, faucets, and fittings for the residential, commercial and hospitality construction markets Mr. Cardono started his career in the plumbing industry 18 years ago at Creed Company selling plumbing repair parts to hotels in New England. Mr. Cardono has since worked at Eljer Plumbingware as Director of Builder and Hospitality Sales and at Brasstech as National Hospitality Sales Manager. At Globe Union, Mr. Cardono is responsible for marketing the Danze and Gerber brands to the hotel industry. Globe Union is a manufacturer of Viterious Chinaware and Brassware plumbing fixtures. Globe Union started Gerber Water Conservation Services, a full turnkey operation that conducts water audits of properties that show how much water is being used and how much could be saved by replacing old plumbing fixtures. GWCS will finance and complete the construction with a return on investment of less than three years.

Mr. Cardono can be contacted at 630-754-0238 or Gary.cardono@globeunion.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.