Editorial Board   Guest Author

Mr. Robinson

Bernard Robinson

Director of Security Services, St. Regis Atlanta

Bernard Robinson is currently the Director of Security Services at the St. Regis Atlanta-Buckhead. He has extensive industry knowledge encompassing Safety, Security, Asset Protection, and Risk Management. He has spearheaded operations on property-level oversight of security and loss prevention operations, regional program responsibility for multiple accounts and/or locations, as well, instrumental regarding corporate level program conceptualization, planning, training and implementation. Mr. Robinson is a dynamic, results-oriented executive possessing 25 years of security and safety industry knowledge. Mr. Robinson has 15 years in hospitality in luxury brands including The Ritz Carlton and The St. Regis. His expertise also includes 10 years in law enforcement including investigation and emergency response team (SWAT) specialty. Additionally, Mr. Robinson has broad knowledge of OSHA regulations as well as Six Sigma Green Belt training and certification. Mr. Robinson contributes to the security industry through consulting/advising small businesses and communities through safety training and media dialogue promoting proactive security measures. He is consistently working with industry, local, state and federal agencies in situational awareness, emergency preparedness and technological advancements in security tools (e.g. key access and biometric systems). Mr. Robinson believes in staying informed with newest and latest security technologies and how its application can help daily operations in asset protection, physical security and crime prevention. Mr. Robinson holds a Bachelor's degree in Journalism concentration in Public Relations and Criminal Justice as well as an MBA in Global Business with focus in applications of Human Resources and cultural adaptation in Trans-National corporations.

Mr. Robinson can be contacted at 404-563-7901 or bernard.robinson@stregis.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.