Editorial Board   Guest Author

Mr. Saeed

Nabeel H. Saeed

Product Manager, VSI Healthcare Inc.

Nabeel Saeed, is a Product Marketing Manager at Vertical Systems, Inc., a Silicon Valley-based technology company that provides sophisticated solutions for the hospitality industry through a wide range of smart lobby solutions, mobile applications, and in-room products. With a background in statistical analysis of markets, product and graphic design, marketing, and art direction, Mr.Saeed has creatively blended his diverse interests to drive innovative user experiences in emerging markets. He helped design, develop, market, and sell workflow technologies that are revolutionizing the hospitality and healthcare industry. Mr.Saeed earned an undergraduate degree in Economics, with a focus on econometrics and stochastic modeling, at the University of California - San Diego. He also conducted market research at San Diego's World Trade center and at a Bay Area think-tank.

Mr. Saeed can be contacted at 408-752-8100 x112 or nsaeed@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.