Editorial Board   Guest Author

Mr. Benjamin

Mike Benjamin

Co-Founder & Vice President, Guestware

Mike Benjamin is the Vice President of Sales and co-owner of Guestware - a hospitality customer relationship management (CRM) and Guest Experience software and solution provider. Mr. Benjamin co-founded the company in 1990 after working at Boeing for five years as a Mechanical Engineer. In the early days of the company, the business developed custom software for many industries. By 1993, they had established a niche in the lodging industry with an innovative guest response system used by hotels to track service requests and problems. By 1996, the software had evolved into a fully developed hotel CRM system for hotels and resorts, and the trade name Guestware was formed.

Guestware is a powerful, integrated Guest Experience Platform used by hospitality companies around the world to attain the highest levels of guest satisfaction. Guestware collects, manages and reports on all guest information in one comprehensive database, enabling hotels and resorts to improve the guest experience while enhancing operational efficiencies. Behind the scenes, Guestware delivers actionable information to the right people by complementing and enhancing existing property management systems, hotel operations, and marketing to help hospitality companies share information and realize departmental collaboration—all with the goal of improving the overall hotel guest experience.

Mr. Benjamin is actively involved in many aspects of running the business including strategic planning, marketing, and major account management. In addition, he leads the sales team, professional services group and business partner relations at Guestware.

Mr. Benjamin is actively involved in the international expansion of the business with over 1500 implementations globally.

Please visit http://www.guestware.com for more information.

Mr. Benjamin can be contacted at 206-233-0110 or mike.benjamin@guestware.com

Coming up in March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.