Editorial Board   

Mr. Farina

Philip Farina

CEO & Principal Security Consultant , Farina and Associates, Ltd.

Philip Farina, CPP is the CEO and Principal Security Consultant for the Farina and Associates, Ltd. companies. An analytical thinker who possesses over twenty years of in-depth industry specific knowledge and experience, Mr. Farina has been recognized as a pioneer and is regarded as one of the foremost advisors on hotel security, travel safety, executive protection and disaster preparedness. Mr. Farina is the Subject Matter Expert for the Hospitality, Entertainment and Tourism (HEaT) Security Council and holds a position as Assistant Regional Vice President of Special Projects for Region 13 of ASIS International (The most prestigious security organization in the world). He holds board certifications as a Certified Protection Professional (CPP) as well as Certified Lodging Security Director (CLSD). He is retained as a Special Security/Risk Advisor to law firms, family offices and risk control/insurance companies as well as affluent individuals, celebrities and private families. Mr. Farina is a member of the U.S. Department of State, Diplomatic Security Service - Overseas Security Advisory Council (OSAC) and a member of the Homeland Security Information Network (HSIN). Mr. Farina is the author of: Antiterrorism Careers (2nd Ed.) - The Ultimate Guide to Professional Employment Opportunities in Specialized Security Effective Strategies for Mastering Success on Linkedin.com - The Security Professional's Guide to Capitalizing on the World's Best Business Network. Mr. Farina has been featured in USA Today, NBC News, The Washington Post, U.S. News, Private Wealth Magazine, Cosmopolitan Magazine, Business Travel News, Fabulous Living, E-Turbo Travel News, AOL, MSNBC.com, Bloomberg.com, Yahoo.com, Processor.com, Quick Service Restaurants (QSR), Hotels Industry UK Magazine, Careerbuilder.com, HR Tools, Meetings and Conventions Magazine, MotorHome Magazine, Security Management Magazine, The Degree 360, Chicago Sun-Times, Police Magazine, Houston and Austin Family Magazines and other mediums. Mr. Farina can be contacted through Farina and Associates, Ltd. at www.farina-associates.com or via LinkedIn at www.linkedin.com/in/philipfarina

Mr. Farina can be contacted at 305-517-3664 or dir_ops@enterprisingsecurities.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.