Editorial Board   Guest Author

Mr. Wolf

Stefan Wolf

Senior Vice President Revenue & Distribution Strategy, Onyx Hospitality Group

Stefan Wolf is responsible for total revenue management and global distribution strategies at the Onyx Hospitality Group based in Bangkok. Onyx Hospitality Group operates four diverse yet complementary hotel brands - Saffron, Amari, Shama and OZO - each catering to the distinctive requirements of today's business and leisure travelers. Mr. Wolf started his revenue management career with Marriott in Germany and Korea. Changing from property to a corporate based role he then joined the InterContinental Hotels Group in Beijing supporting the North Asia portfolio of hotels and was part of a global taskforce to develop the revenue management academy training program for the company. At Shangri-La Hotels & Resorts at the corporate office in Hong Kong Mr. Wolf created a revenue management culture introducing a dynamic pricing philosophy and set-up a group-wide negotiation strategy for global corporate accounts. Joining the Jumeirah Group in Dubai he issued guidelines to strategically revenue-manage the Waterpark and Spas and created a critical path for revenue management strategies for hotels in the pre-opening stage. In London Mr. Wolf set-up the revenue management foundation at the corporate office for Rocco Forte Hotels before moving to Bangkok for his current assignment. In line with Onyx vision to be one of Asia's leading hospitality providers by 2018 Wolf works on the requirements to optimize global distribution. He developed a team of revenue management professionals to efficiently implement total revenue management strategies on property level. In addition of being an invited speaker at global distribution, revenue management and pricing conferences Mr. Wolf is passionate about the development of strategies for ancillary revenue streams and about the evolving nature of the revenue management discipline and its impact on profitability and asset value. Since 2014 he has been elected as the President for HSMAI Thailand and is also Chairman of the Board of Directors for HSMAI Asia Pacific.

Mr. Wolf can be contacted at 66-0-2255-3767 or stefan.wolf@onyx-hospitality.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.