Editorial Board   Guest Author

Mr. Jost

Benjamin Jost

Co-Founder & CEO, TrustYou

Benjamin Jost is co-founder and chief executive officer of TrustYou. Since 2008, TrustYou has set the standard for reputation management with solutions for hospitality-industry businesses to analyze online reviews, tweets and posts across the social web, to gather trusted reviews directly from its customers, and to use the authentic conversations to successfully market online reputations. TrustYou monitors over 400,000 hotels, providing an extensive base for competitive analysis, capturing sentiment and opinions from millions of comments in one easy-to-view place from sources like TripAdvisor, Facebook, Google+, Twitter, Yelp and more across 23 different languages. Mr. Jost is an expert on social semantic search and is leading the big data revolution in hospitality. As CEO he has been instrumental in the company's growth from two to 70 people with more than 13,000 customers in 60 countries. TrustYou's clients include individual hotels, independent boutique chains, destinations and major global brands such as Accor, Marriott, Starwood, Hard Rock Cafes and Best Western Hotels. Started in Munich, Germany, TrustYou is now a global company with USA headquarters in Dallas, Texas and offices and sales representation in U.K., the Netherlands, France, Central Europe, Asia and Australia. Mr. Jost is extremely hands-on with TrustYou's international team hailing from 23 countries and speaking more than 20 different languages. He oversees product development, as well as all PR and marketing for TrustYou. Mr. Jost personally interviews all engineers for the research & development team and less than five percent make the final cut. Mr. Jost has was a driving force in the acquisition of USA-based ReviewAnalyst in 2011 and the company's partnerships, spanning an impressive variety of organizations; from tech companies like Google, Trust and Micros, to destination-specific alignment with Germany and Switzerland to develop the countries' official star-rating systems for hotels. Prior to TrustYou, Mr. Jost spearheaded the Southern European M&A team for one of the world's leading renewable energy providers and oversaw hundreds of investment cases covering a profusion of renewable technologies. He started his career in venture capital at Siemens Venture Capital and Xange Capital. During his studies he conducted extensive research into the security aspects of mobile applications systems and organic RFID. Mr. Jost holds a MsC in engineering from the University of Technology in Munich and conducted research at the ENST Paris and the University of Washington Business School, Seattle.

Mr. Jost can be contacted at 011 49 89548 02925 or benjamin.jost@trustyou.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.