Editorial Board   Guest Author

Mr. Rogg

Kyle Rogg

President & COO, Value Place

Kyle Rogg is Value Place's President and Chief Operating Officer and is responsible for the operating performance of each of Value Place's divisions including Value Place Franchise Services (VPFS), Value Place Property Management (VPPM) and the 44 Value Place company‐owned properties. Value Place's 185 franchised and company-owned properties make it the largest economy extended‐stay brand in America. VPPM is one of many high‐quality property management companies which serve Value Place's fifty franchise groups. Jack DeBoer, Value Place's founder and Chairman, added Mr. Rogg and CEO Dan Weber to Value Place's executive leadership team in 2011, to drive Value Place's next phase of franchise and company property growth. Prior to Value Place, Mr. Rogg spent 15 years at CLC Lodging (formerly Corporate Lodging Consultants), the nation's largest negotiator and payment processor of workforce lodging rates, most recently as Senior Vice President of Business Development. Mr. Rogg led the development of the company's SMB business line, expanding CLC's customer base from 200 to 50,000 companies, charitable organizations and governmental entities and was a member of the private‐equity backed leadership team, which sold CLC to Fleetcor Technologies in 2009. Mr. Rogg is a graduate of Friends University and holds a Master of Business Administration from the University of Kansas. Founded in 2002, Value Place is the largest economy extended-stay lodging brand in the U.S. Featuring remarkably affordable weekly rates, rigorous cleanliness standards and secure temporary lodging, the brand delivers an unparalleled commitment to the comfort, privacy, and peace of mind of each guest. Value Place currently has 185 locations open in 32 states, providing extended-stay accommodations that are clean, safe, simple, and affordable.

Mr. Rogg can be contacted at 316-631-1370 or franchise@valueplace.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.