Editorial Board   

Mr. Kazmi

Saeed Kazmi

Chairman & CEO, Vertical Systems, Inc.

For almost 30 years, Saeed Kazmi has been developing innovative technologies that empower business to move in new directions. Today, he serves as the Chief Executive Officer (CEO) of Vertical Systems, Inc. (VSi), a Silicon Valley-based company he co-founded in 2001 to provide sophisticated solutions for the hospitality industry through a wide range of automated business centers, mobile applications, Wi-Fi hotspots, kiosks, and in-room products. Previously, he co-founded several firms that achieved important high-tech “firsts” including: • VPNet Technologies, the first company in the world to focus on virtual private networks (VPNs) • Semi-Custom Logic, Inc., which conceived and developed a mobile tablet PC with an embedded GPS unit plus also managed prototype development for IBM's micro-electronic graphics and data compression technology • VIA Technology, one of the first developers of fabless PC semiconductor products, notably PC chip-sets and microprocessors Mr. Kazmi earned an undergraduate degree in electrical engineering at NED Engineering University in Karachi, Pakistan and a master's engineering degree at Oregon State University (OSU). In 2008, he was named to OSU's Academy of Distinguished Engineers. Mr. Kazmi has built a career that is part science, part art, and all innovation. In the process, he has gained a strong reputation for leaving the ordinary behind - both with the technologies he develops and the companies he directs. He can be reached by e-mail at skazmi@ver-sys.com for questions or comments.

Mr. Kazmi can be contacted at 408-752-8100 or skazmi@ver-sys.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.