Editorial Board   Guest Author

Mr. Simon

Jared Simon

Chief Operating Officer, HotelTonight

Jared Simon is a co-founder and the Chief Operating Officer of HotelTonight, the world's first made-for-mobile hotel booking app. Famous for giving users the ability to book a hotel in less than ten seconds and four taps, HotelTonight offers the best pricing for last minute deals at top hotels vetted personally by HotelTonight staff and is available for free in the Apple App Store and Android Market. At HotelTonight, Mr. Simon manages all hotel relations as well as customer support and all back-end operations and is proud to be part of the team that is making the world a bit more spontaneous. Prior to HotelTonight, Mr. Simon led partner development and served on the founding executive team at online video production and distribution pioneer TurnHere, with clients such as Intercontinental Hotels, Orbitz and Travelocity. Mr. Simon's career in the travel industry began in corporate development at Budget Group, which at the time owned and operated the Budget car rental chain in addition to other top vehicle rental brands. From there, Mr. Simon joined online travel agency Orbitz, serving on the launch team for the hotel product and eventually taking over as General Manager of the company's Lodging.com brand. During his time at Orbitz, Mr. Simon developed hundreds of relationships with independent hotels as well as serving as Orbitz's chief negotiator on several chain and connectivity deals. He began his career as an investment banker at Wall Street firm CS First Boston (now Credit Suisse.) Mr. Simon has a BA from the University of Texas at Austin, and an MBA from the Kellogg School of Management at Northwestern University.

Please visit http://www.hoteltonight.com for more information.

Mr. Simon can be contacted at 800-208-2949 or jared@hoteltonight.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.