Editorial Board   

Mr. Welty

John Welty

Practice Leader, SUITELIFE, Venture Insurance Programs

John Welty is the practice leader for SUITELIFE, an all-lines insurance and risk program for upscale hotels and resort properties administered by Venture Insurance Programs. Venture is a national program administrator for select industries, including the hotel, hotel resort, hotel management and luxury boutiques industries.

At Venture, Mr. Welty is responsible for managing SUITELIFE’s underwriting team and maintaining the company’s top-tier carrier relationships. He is responsible for pro-actively and strategically managing the retention and growth of the SUITELIFE through disciplined underwriting, managing program profitability, and program expansion and development. Mr. Welty oversees all aspects of the SUITELIFE program from underwriting, broker relationships, marketing, carrier relationships, employee growth opportunities, and client relationships to ensure a steady, profitable, and expanding program.

Mr. Welty has worked in the insurance industry for more than 30 years, specializing in commercial risks. Prior to joining Venture, he was casualty manager for the Mid-Atlantic region of American International Group in Philadelphia for nine years. There, he oversaw large deductible casualty placements. Prior to his time at AIG, Mr. Welty was a member of hartz consulting group, llc., a regional, full-service brokerage and consulting firm.

Mr. Welty has a bachelor’s degree from Duquesne University and an associate’s degree in risk management from the Insurance Institute of America.

Please visit http://ventureprograms.com for more information.

Mr. Welty can be contacted at 800-282-6247 ext. 276 or JWelty@ventureprograms.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.