Editorial Board   Guest Author

Mr. Boos

Felix Boos

Co-Founder & Director, FeedbackNow

Felix Boos is the Co-Founder and Director of FeedbackNow US, a 2016 US startup focusing on improving customer feedback management and customer satisfaction in service related industries. FeedbackNow US offers the unique feedback management solution from FeedbackNow International (Switzerland) as well as consulting services. The intuitive feedback device achieves highest participation ratios and delivers real time results, closing a gap that hasn't been covered by traditional solutions.

The FeedbackNow team has successfully implemented the solution at various airports, hotels, amusement parks, fitness & health clubs, restaurants as well as hospitals and city services.

Mr. Boos has 20+ years of experience as an executive in the aviation industry with Lufthansa German Airlines focusing on sales and service developments. He has been instrumental to setting up the call center network around the world and was in charge of several international sites and entities, where he spearheaded the recruitment process, training and service delivery. Later he took over responsibility for sales and service in Western Europe for the freight division, pushing digitization and efficiency while focusing the teams on delivering solutions for their customers.

Mr. Boos is passionate about listening to customers and delivering excellent service on a daily basis and understands the travelers entire journey and what is needed to achieve highest customer satisfaction ratings. In his role at FeedbackNow, Mr. Boos is providing a full-service approach, ensuring that the clients gain maximum insights from their customer's feedback. He is based in Los Angeles, California.

Please visit http://www.feedbacknow.us for more information.

Mr. Boos can be contacted at 310-658-0793 or fboos@fbnsolution.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.