Latest news with #operationalexcellence
Entrepreneur
26-05-2025
- Business
- Entrepreneur
This Hidden Retail Tech Is Transforming Customer Experiences
A new class of operational technologies is quietly transforming how retailers engage customers — by empowering the people and processes behind the scenes. Opinions expressed by Entrepreneur contributors are their own. In retail, the concept of customer experience (CX) is typically framed through a consumer-facing lens — think loyalty apps, curbside pickup or influencer-driven TikTok campaigns. But the real transformation of CX in the post-pandemic era isn't happening in apps or ads. It's happening in the unglamorous trenches of store operations — through workforce tools, communications systems and intelligent infrastructure that the average customer may never even notice. What's emerging is a new truth: The future of CX is operational. And the companies quietly reshaping it aren't your usual suspects. Related: The 6 Essential In-Store Experiences That Your Customers Want to See From flashy to functional In the early 2010s, retail tech was dominated by bold digital concepts designed to "surprise and delight" the shopper. Magic mirrors. Augmented reality. Endless aisle touchscreens. Most of these either flopped or became museum pieces in a few flagship stores. They failed not because they were uncreative, but because they were disconnected — from operations, from employees and from the shopper's actual intent. What today's most innovative retail technologies have in common is subtlety. They don't shout for attention; they support it. They equip frontline teams with faster information, they adapt to real-world constraints like store layouts and staffing realities, and they improve performance metrics that most shoppers will never ask about but always feel. Let's take a closer look at how this shift is playing out. 1. The rise of retail communications infrastructure A shopper enters a store with a question — say, whether a jacket is available in another size. A decade ago, the employee might leave the customer waiting while they "go check in the back," perhaps never to return. Today, with voice-controlled mobile communication tools, that same employee can instantly ping the stockroom team without taking a single step away. Within seconds, the customer has their answer. What this technology enables is more than a productivity boost. It's a moment of trust. A micro-interaction where a shopper feels heard, respected and helped — without the friction that defines so many in-store experiences. It's frontline enablement as CX, and it's catching on fast. And while tools like these improve person-to-person communication on the floor, other solutions focus on the digital touchpoints customers encounter throughout the store — promotional screens, endcap displays and in-aisle messaging. These systems help major retailers manage these assets across thousands of locations, keeping content synchronized, compliant and up to date as campaigns change. When the system is working, the store feels intuitive: Offers make sense, signage matches what's on the shelf, and the experience runs smoothly. When it's not, shoppers may not pinpoint the problem, but they notice the friction — and it quietly erodes confidence in the brand. Related: How Technology is Improving Retail Business 2. The shopper sees the surface. Operations define the substance. There's a certain irony in modern retail: The more seamless an experience feels, the more operational complexity is likely happening behind the scenes. You can't staff a store like it's 2015 and expect to win on experience in 2025. Yet, that's still the reality for many brands struggling with turnover, outdated scheduling systems and lack of execution. This is where workforce optimization solutions play a crucial role — providing the workforce intelligence and operational backbone that modern retailers need to keep stores running efficiently. By forecasting demand more accurately, aligning staffing to actual foot traffic and helping managers execute daily tasks without the usual chaos, they're helping retailers deliver on the promises their ads make. And perhaps more importantly, they're restoring sanity to the employee experience — a deeply overlooked component of CX. After all, burned-out workers don't deliver exceptional service. They follow the script, if you're lucky. But a team that's well-staffed, well-informed and empowered? That's the secret sauce behind any successful in-store experience. 3. Infrastructure that moves with the customer Retail environments have always been built for stability — fixed shelves, anchored signage, permanent displays. But shoppers are increasingly fluid. Planograms shift monthly. Promotions change weekly. And in pop-up or seasonal formats, store layouts are reinvented overnight. Traditional digital signage — especially fixed, hardwired displays — can be limiting in dynamic environments. As store layouts shift or temporary formats emerge, retailers increasingly need solutions that can move and adapt just as quickly. That's where innovative portable display technologies are shifting the paradigm. These battery-powered, cordless solutions are purpose-built for agility. No cords. No construction. No waiting weeks for installation. What this enables isn't just convenience — it's responsiveness. A retailer can reposition signage based on observed foot traffic patterns, launch a flash sale at a specific display or bring product education directly to the point of decision — all without waiting for IT tickets to clear or maintenance crews to arrive. It's a subtle but powerful idea: making digital signage behave more like merchandise. It moves. It adapts. It responds. Related: How to Write an Operations Plan for Retail and Sales Businesses 4. Why this shift matters now We're entering an era where the margin between customer loyalty and abandonment is razor-thin. Shoppers don't give second chances the way they used to. If an in-store experience feels disjointed, slow or inattentive, they go elsewhere — or back online. At the same time, retail teams are being asked to do more with less. Labor shortages. Shrinking budgets. Rising expectations. There's no room for bloated tech that dazzles but doesn't deliver. That's why the "silent revolution" matters. These operational technologies aren't designed just to dazzle; they're built to remove friction. Some may look impressive, even attention-grabbing, but their real value is in how seamlessly they empower employees, streamline execution and support smarter customer interactions. In the end, the best customer experience isn't one shoppers post about; it's one they don't have to think about. The store just works. And more and more, it's the technology behind the scenes — well-placed screens, real-time communication, smarter staffing — that makes that kind of experience possible.
Associated Press
21-05-2025
- Business
- Associated Press
Libertas Funding Names John Paradisi as President and Chief Operating Officer
Seasoned financial leader brings 25+ years of experience to drive operational excellence and strategic growth GREENWICH, CT / ACCESS Newswire / May 21, 2025 / Libertas Funding, LLC, a leading provider of revenue-based financing and term loan solutions for small and medium-sized businesses, today announced the appointment of John Paradisi as its new president and chief operating officer (COO) and member of the board of directors. Paradisi will oversee the company's core business functions and play a pivotal role in advancing Libertas' strategic initiatives as it continues to scale its national footprint. Paradisi joins Libertas with more than 25 years of leadership experience across commercial and consumer banking, specialty lending, and capital markets. Most recently, he served as executive vice president and chief specialty banking officer at City National Bank of Florida, where he led the growth and expansion of several key business segments. He also served as the bank's chief strategy officer, playing a key leadership role in shaping City National Bank's growth strategy, working cross-functionally to support expansion into new products and markets resulting in the organization growing total assets from $18 billion to more than $26 billion in just four years. Previously, Paradisi spent 17 years at CIT Bank, where he held various senior leadership roles across consumer banking, commercial banking, corporate strategy, M&A, and business development. His most recent role at CIT was chief strategy growth officer and head of business development and partnerships. In his role as president and COO, Paradisi will report directly to Gary Katcher, executive chairman of Libertas, and will join the board of directors. He will oversee several key departments, including strategy, information technology & operations, compliance, capital markets, human resources, institutional sales, marketing, and data analytics. 'We are excited to welcome John to Libertas. He brings an exceptional blend of operational expertise and strategic vision that will be critical as we enter our next phase of growth,' said Gary Katcher, executive chairman of Libertas. Randy Saluck, chief executive officer of Libertas, added, 'John's leadership will strengthen our internal capabilities and further position us as an innovative leader in the specialty finance industry.' Libertas continues to invest in top-tier talent to support its mission of delivering fast, flexible financing solutions tailored to the evolving needs of small and medium-sized business owners across the U.S. About Libertas Funding Libertas Funding, LLC is a leading financial technology firm based in Greenwich, Connecticut, offering revenue-based financing and working capital solutions to small and medium-sized businesses nationwide. Leveraging advanced data analytics and a streamlined underwriting process, Libertas provides fast, reliable funding to help businesses grow and thrive. Web: *Term Loans are issued by WebBank and serviced by Libertas pursuant to our partnership with the Bank. Media contact: Henry Stimpson, [email protected] SOURCE: Libertas Funding, LLC press release
Hospitality Net
20-05-2025
- Business
- Hospitality Net
Maximizing Guest Experience Through Operational Excellence: A Sales Manager's Perspective
Operational excellence is at the heart of guest satisfaction. A great stay isn't just about one standout moment—it's a series of seamless interactions that shape a guest's perception of value. This experience is what drives brand loyalty, online reputation, and ultimately, revenue growth. While strong sales strategies bring guests in, it's flawless operations that turn those bookings into repeat visitors and glowing reviews. Every guest experience element matters—from front desk efficiency to housekeeping standards. When everything runs smoothly, guests enjoy a stress-free stay, leading to higher satisfaction, stronger loyalty, and a greater likelihood of returning. On the flip side, even the best sales efforts can't make up for operational mistakes—whether it's a delayed check-in, inconsistent room quality, or slow response times. Take something as simple as a pre-arrival check-in process for a sports team booking. By pre-keying rooms and organizing arrivals in advance, front desk wait times drop dramatically. This kind of operational efficiency not only eliminates frustration but also allows front desk agents to focus on delivering a warm, personalized welcome. The result? Smoother check-ins, higher guest satisfaction, and a better chance of securing future team bookings. When sales and service execution are aligned, hotels can create experiences that go beyond expectations. Operational excellence isn't just about being efficient—it's about elevating every guest interaction to build loyalty, drive revenue, and ensure long-term success. The Connection Between Operations and Sales In hospitality, sales teams work to fill rooms, but it's the operational team that turns those bookings into happy, loyal guests. A well-run hotel doesn't just meet expectations—it exceeds them, leading to positive reviews, repeat stays, and strong word-of-mouth referrals. Operational efficiency plays a key role at every stage of the guest journey. When service runs smoothly, guests have a frictionless experience that enhances their perception of the hotel, strengthening its reputation and driving future bookings. But when things go wrong—like long check-in lines, delayed housekeeping, or inconsistent service—guest frustration rises, and those negative experiences can directly impact a hotel's online reputation and future revenue. Think about a corporate traveler who books multiple stays through the sales team. If their check-in is effortless, their room is spotless, and their special requests—like a quiet floor or first-floor placement—are honored, they're likely to keep coming back. But if they experience repeated issues—lost reservations, unclean rooms, or slow service—they may take their business elsewhere. This is especially evident in online reviews. Positive experiences lead to high ratings on platforms like Google, TripAdvisor, and OTA review sites, making it easier for sales teams to attract new guests. Hotels with strong operational execution consistently receive great reviews, which serve as social proof, making them more appealing to future travelers. On the other hand, operational failures result in negative feedback, making it harder for the sales team to secure new business. Beyond repeat bookings, guest satisfaction impacts revenue in other ways. Happy guests are more likely to opt for upsells, extend their stays, and engage with premium services like dining, spa treatments, or special amenities. When operational excellence aligns with sales goals, hotels create an environment where every aspect of the guest experience reinforces the hotel's value, driving revenue and long-term loyalty. At the end of the day, sales and operations go hand in hand. A great sales pitch can bring guests through the door, but it's operational execution that keeps them coming back. Sales sells the dream—operations makes it a reality. By recognizing this connection and committing to service excellence, hotels can maximize guest experience, boost reputation, and drive sustainable growth. Operational Best Practices That Improve Guest Experience A great guest experience isn't just about having nice rooms and friendly staff—it's about ensuring that everything runs smoothly from start to finish. While the sales team brings guests in, it's the daily operations that determine whether they leave happy or frustrated. The right operational best practices make sure every stay meets (or better yet, exceeds) expectations. 1. Smooth and Efficient Check-Ins First impressions matter. No one wants to start their stay with long lines, lost reservations, or confusing instructions. A well-run check-in process makes all the difference: Offer mobile check-in and digital key access to cut down on wait times. Pre-key rooms for groups like sports teams and conferences to speed up arrivals. Train front desk staff to anticipate guest needs and offer solutions upfront (think late check-outs or room upgrades). 2. Clean, Well-Maintained Rooms Even the best location can't make up for a room that isn't spotless. Cleanliness and upkeep are non-negotiable when it comes to guest satisfaction. Keep standards high by: Implementing a double-check system, where housekeeping and a supervisor inspect rooms before marking them as 'ready.' Using real-time room status tracking so front desk staff knows exactly what's available. Scheduling deep cleaning and preventive maintenance to keep everything in top shape. 3. Responsive and Proactive Staff Quick service is great, but proactive service is even better. Guests appreciate when their needs are met before they even have to ask. To make this happen: Train staff to recognize and respond to non-verbal cues (for example, if a guest looks lost, offer to help). Empower employees to solve minor service issues on the spot instead of waiting for manager approval. Use guest messaging platforms or in-app chat for instant communication. 4. Seamless Dining and Room Service Experience A well-run food and beverage (F&B) operation not only enhances the guest experience but also drives additional revenue. Best practices include: Offering mobile ordering and digital menus for faster and more convenient service. Ensuring kitchen and service staff are aligned on prep times and guest expectations. Using guest preferences from past stays to personalize dining recommendations. 5. Proactive Maintenance and Issue Resolution Every hotel will run into occasional issues, but how they're handled makes all the difference. Stay ahead of problems by: Conducting routine inspections of HVAC systems, plumbing, and tech to prevent disruptions. Training staff to report maintenance concerns immediately rather than waiting for a guest complaint. Establishing a rapid response team to quickly resolve in-room issues like Wi-Fi disruptions or faulty AC units. By focusing on operational excellence at every level, hotels create an environment where sales and service work together seamlessly. When operations are running smoothly, guests notice—and that's what turns first-time visitors into lifelong loyal guests. Seamless Event Management: Elevating Success Through Sales and Operations Coordination Successful events, conferences, and meetings don't just happen, they are the result of meticulous coordination between sales and operations teams. While the sales team secures bookings and builds client relationships, it's the execution by the operations team that determines whether an event runs smoothly and leaves a lasting impression. When these departments work in sync, they enhance the guest experience, boost repeat business, and strengthen the hotel's reputation as a trusted event space. 1. Sales: Understanding Client Needs and Setting Expectations Sales teams serve as the first point of contact for event planners, noting key details such as event objectives, attendee count, room setups, catering needs, and A/V requirements. They set realistic expectations for what the hotel can deliver and ensure that all requests are documented clearly in the contract. Once an event is definite, sales must communicate all critical details to the operations team for flawless execution. 2. Operations: Bringing the Vision to Life The banquet, catering, and A/V teams must translate sales agreements into actionable event setups, ensuring that room layouts, food service, and technical support align with client expectations. Front desk and housekeeping play a role in ensuring smooth check-ins for event attendees, particularly for multi-day conferences. Proactive day-of coordination ensures that last-minute changes are handled efficiently without disrupting the event. It isn't always about grand gestures—often, it's the small, thoughtful touches that leave a lasting impression. A simple welcome note or amenity can plant the seed for a positive guest experience, setting the tone for their stay and increasing the likelihood of repeat business. For example, imagine a business traveler checking in after a long flight. When they arrive in their room, they find a handwritten note from the front desk thanking them for their stay, along with a complimentary bottle of water and a small snack. This effortless yet intentional touch makes them feel valued and acknowledged, instantly elevating their perception of the hotel. The same principle applies to group bookings—a personalized welcome card in each room for a sports team or wedding party creates a sense of hospitality that extends beyond the transactional check-in process. These small gestures reinforce the idea that the hotel isn't just providing a place to sleep—it's curating an experience. Ultimately, operational excellence is the backbone of guest satisfaction and long-term hotel success. While sales efforts generate bookings, it's the seamless execution of high-quality operations that turns those bookings into loyal guests, glowing reviews, and increased revenue. From the moment a guest arrives to the time they check out, every interaction—whether it's a smooth check-in, a spotless room, or responsive service—shapes their perception of value. When sales and operations align, hotels don't just fill rooms; they create exceptional experiences that exceed expectations and build lasting relationships. In an industry driven by guest satisfaction and reputation, operational efficiency isn't just about running a tight ship—it's about delivering memorable stays that keep guests returning time and time again. Reprinted from the Hotel Business Review with permission from View source
Hospitality Net
20-05-2025
- Business
- Hospitality Net
Why Operational Excellence Is Now a Cross-Department Mandate
Today's guests arrive with higher expectations than ever, and they're not thinking about departments. They're thinking about how smoothly their check-in goes, whether their room is spotless, and how quickly someone resolves an issue if something goes wrong. Their perception of service is shaped by the total experience, not who's responsible for each part. That's why operational excellence can no longer be confined to individual teams. It must become an organization-wide priority that connects the front desk, housekeeping, maintenance, food and beverage, and security under a single standard of care. Guests want to feel like every part of the property is working together for them, and they can quickly spot when that alignment is missing. To meet these expectations, hotel leaders are shifting toward maximizing guest experience through integrated service, shared goals, and streamlined operations. Let's look at how cross-department collaboration helps that shift by preventing breakdowns, reinforcing brand consistency, and ultimately driving long-term success. Siloed Teams Lead to Service Breakdowns Even high-performing teams can create friction if they're not in sync. When departments operate in isolation, the guest feels the gaps. Maybe the front desk checks in a guest early, but housekeeping hasn't finished prepping the room. Or perhaps a maintenance request is logged, but without clear communication between engineering and guest services, it goes unresolved. These are daily realities when teams don't have shared visibility or a unified process. The ripple effects are immediate. The guest feels delayed, disappointed, or ignored. Common quality issues in hospitality include coordination failures, inefficient check-ins, and unclean rooms. No matter how hard a team works, these breakdowns can occur due to poor collaboration. Without a connected approach, service excellence is inconsistent and fragile. Guests See One Brand, Not Departments Guests aren't evaluating your engineering team's responsiveness or your housekeeping staff's attention to detail in isolation. They're assessing their stay as one experience. Cleanliness, safety, warmth, and responsiveness blend together to shape their impression of your brand. If one part of that experience falters, say, a missed wake-up call or a slow room change request, the overall memory suffers. Delivering an exceptional customer experience through well-trained staff and creating unique memories shows that successful hotels maintain a consistent standard of service across every touchpoint. Treating each department as a separate entity puts that consistency at risk. Guests don't care about which team dropped the ball; they just remember how it made them feel. And in an industry where reviews and repeat business hinge on emotional takeaways, consistency is foundational. Aligning Teams Around Shared Goals and Response Standards To build consistency, you need shared accountability. That means aligning teams around unified goals and measurable standards that everyone contributes to, not just department-specific KPIs. Cross-functional metrics like resolution time, guest satisfaction scores, and recovery success rates encourage collaboration. When success is measured collectively, there's less finger-pointing and more shared responsibility. Teams are quicker to flag issues, support each other, and maintain high standards under pressure. This approach is especially vital during high-stakes moments, such as managing emergencies or handling VIPs. In those situations, speed and clarity matter. A clear plan that crosses departmental lines can prevent confusion and improve outcomes. Essential strategies for managing critical incidents, including natural disasters, public health emergencies, and cyberattacks, reinforce how alignment helps your team respond confidently when it matters most. From early check-ins to service recovery, unified goals set the tone for seamless execution. Building Communication Systems That Actually Work Clear goals only get you so far without effective communication. Real-time visibility into what's happening across departments is essential for timely action and coordination. Instead of relying on fragmented emails or verbal updates, use shared platforms that track requests, priorities, and status updates. A well-organized Kanban board can help visualize progress and responsibilities at a glance, allowing everyone to stay aligned without needing constant check-ins. Of course, tools are only useful when backed by a collaborative culture. Leadership must go beyond rolling out systems, they need to model openness, promote shared wins, and actively break down silos. This mindset shift is central to redefining how hospitality teams lead by enhancing problem-solving abilities and personalized guest experiences, especially in environments where time, trust, and service intersect. In addition to digital tools, quick daily huddles or shift handovers can strengthen cohesion and minimize misunderstandings. These short touchpoints help teams clarify responsibilities, align on priorities, and set the tone for each day's operations. Communication tools should feel intuitive, not bureaucratic. When teams can collaborate naturally, they move faster, make better decisions, and deliver a more cohesive guest experience. Cross-Department Excellence Is Now a Competitive Advantage Today's best-performing hospitality brands distinguish themselves through seamless internal coordination. Guests feel the difference when their requests are met quickly, information isn't lost, and service feels thoughtful across the board. That level of consistency requires aligned operations and strong individual teams. It's what enables faster recovery when something goes wrong, smoother experiences during peak check-in hours, and tailored service that anticipates guest needs. Hotels that embrace this model operate better and stand out from their competition. Furthermore, breaking down silos and building unified teams by creating a shared vision, and implementing a job rotation program, allow companies to unify their operations and outperform competitors in both guest satisfaction and internal efficiency. Consider a hotel that handles a late-night room change within minutes because the front desk, housekeeping, and maintenance all have access to the same task platform. That moment of agility becomes a lasting impression for the guest and a reason to return or recommend. This level of coordination also boosts employee morale. When team members across departments feel supported, they are more likely to take ownership, communicate clearly, and stay engaged during high-stress situations. A culture of shared responsibility strengthens internal trust, and that translates directly to a smoother, more positive guest experience. Conclusion Operational excellence today is about strengthening the threads between them. From initial check-in to final checkout, the guest journey depends on teams that work as one. If you're leading a hospitality organization, it's time to evaluate where your silos exist and how they're impacting service. Breakthroughs happen when collaboration becomes the standard. When your staff is united, your guests feel it, and that's what turns good service into something memorable. Indiana Lee
Zawya
14-05-2025
- Business
- Zawya
DHF Capital appoints Iran Erzando as new financial controller
Global – DHF Capital S.A., a Luxembourg-based asset management and securitization company dedicated to serving well-informed personal and institutional investors, is proud to announce the appointment of Iran Erzando as its new Financial Controller. A Certified Public Accountant (CPA) with over 11 years of professional experience, Iran brings a powerful combination of expertise in external audit and corporate finance. He spent eight years with globally recognized firms including KPMG and Crowe, conducting audits and assurance services across multiple sectors such as retail, hospitality, oil & gas, shipping, and services. Transitioning into corporate finance, Iran has held critical roles within Finance Shared Service Centers in the oil & gas and telecommunications sectors. His key areas of expertise include management accounting, reconciliations, IFRS 16 implementation, and fixed asset management, where he has consistently driven operational accuracy and financial efficiency. 'Iran's appointment will be key to further reinforce our commitment to operational transparency and financial excellence,' said Bas Kooijman, CEO and Founder of DHF Capital. 'His dual perspective from both audit and corporate environments gives him a unique edge that we are eager to leverage with the rest of our team. We're excited to welcome him aboard during this phase of growth, as we continue to scale our offerings and reinforce our governance standards.' 'I'm thrilled to join DHF Capital, a company that's not only growing rapidly but also upholding strong values around investor protection and financial integrity,' said Iran Erzando, new Financial Controller at DHF Capital. 'I look forward to bringing my experience and analytical mindset to support the company's evolving strategy and help build robust financial systems that can scale with its global ambitions.' In his new role, Iran will be responsible for managing the company's financial reporting and compliance processes, optimizing internal controls, and supporting strategic decision-making through precise, data-driven insights. Outside of his professional life, Iran is known to be a passionate sports enthusiast, a certified scuba diver, and a devoted thalassophile enthusiast of oceanic activities and environments. His adventurous spirit and love for the outdoors reflect the resilience, focus, and adaptability he brings to his role in finance. As DHF Capital S.A. continues to expand its footprint across key international markets and enhance its offerings, Iran Erzando's appointment underscores the company's commitment to maintaining the highest standard of financial compliance and control to ensure both its clients' and stakeholders' assets are secure and the company is fit to keep constantly growing. About DHF Capital DHF Capital S.A. is a Luxembourg-based securitization company established in December 2020 for well-informed personal or institutional investors. Combining Forex, equities, and precious metals DHF Capital creates a diverse portfolio for any investor, while keeping the risks as low as possible. DHF Capital provides investors with several investment solutions which vary in risk and reward. This way DHF Capital can easily build the solution which suits its clients best. Additionally, DHF Capital offers unique protection for its investors with a real estate corporate guarantee. This ensures that the interests of the firm and that of its clients are aligned. DHF Capital SA, 21 Rue Glesener, 1631 Gare Luxembourg, Luxembourg +370 601 02195 For more information, please contact: hello@
