Editorial Board   Guest Author

Mr. Schmits

Jerry Schmits

Director, KLH Energy Solutions

Jerry Schmits is Director of KLH Energy Solutions, and leads strategy for revenue growth, client expansion, and product marketing. A career energy and environmental management professional, Schmits has worked hand-in-hand with a broad range of energy and utility management consulting organizations, with specific expertise in emerging and startup ventures. Previously Mr. Schmits worked for national commercial real estate services company CBRE Group, Inc., where he managed business development activities for the global energy services group in several regions across North America. Prior to joining CBRE, Mr. Schmits was Director of Product Marketing for Cadence Network, Inc., where he oversaw product development, marketing, and technical sales support. At Cadence Network he developed a line of energy sustainability services to equip companies with tools to efficiently measure and manage greenhouse gas emissions. In addition to his product marketing and business development success, Mr. Schmits has nearly a decade of experience in utility consulting, including various roles at one of North America’s largest energy companies, Cinergy Corporation (currently Duke Energy). He holds a bachelor’s degree in business administration from Thomas More College.

Mr. Schmits can be contacted at 859-547-0220 or jschmits@klhengrs.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.