Editorial Board   

Mr. Carr

Bob Carr

Chairman & CEO, Heartland Payment Systems

Bob Carr founded Heartland Payment Systems, the nation’s fifth largest payments processor in 1997. Under his guidance, Heartland has been named a FORTUNE 1000 company; climbed the rankings from #62 to #5 in the nation and #9 in the world; from 25 to 3,400 employees; from 2,500 to 250,000 business locations and from a portfolio of $0.4 billion in bankcard volume to more than $80 billion. Heartland is the official preferred provider of card processing, gift marketing, check management, payroll and tip management services for the American Hotel & Lodging Association and 38 state lodging associations. Mr. Carr spearheaded The Merchant Bill of Rights (www.merchantbillofrights.org) - a revolutionary public advocacy initiative to promote fair card processing practices on behalf of all business owners. He has been a driving force in the enhancement of payment card security and at the helm of the development of “E3™, (www.E3secure.com) Heartland’s end-to-end encryption technology that is designed to protect cardholder data at rest and in motion throughout the lifecycle of card transactions. Mr. Carr received his Master of Science degree in computer science and his Bachelor of Science degree in mathematics from the University of Illinois (Champaign-Urbana), as well as an honorary PhD from Lewis University.

Mr. Carr can be contacted at Bob.Carr@e-hps.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.