Mr. Heymann

Mark Heymann

Chairman and CEO

Unifocus

Mark Heymann is a founding partner and the chairman and CEO of UniFocus, the leading workforce performance firm in the service sector. He brings to his position more than 40 years of expertise in the industry, particularly in hospitality.

Mr. Heymann previously was founder and president of the Heymann Group, Inc. (HGI), a consulting, software and asset advisory company that was a forerunner in relating labor management to service quality in the hotel industry. For 15 years, HGI delivered significant bottom-line results to clients including Xanterra Resorts, Omni Hotels, Orient Express Hotels and Loews Hotels. Under Heymannís leadership, HGI pioneered the development of labor management system technology, and in 1991, it introduced the resource and labor management software program Watson R.M.ô

In 1998, Mr. Heymann coordinated HGIís merger with Strategic Quantitative Solutions to create UniFocus, the first company to deliver the full array of performance management systems for the hospitality industry. UniFocusí first-to-market innovations include automated scheduling, touch-screen time clocks and task-based labor for meetings and conventions. UniFocus was also the first in the industry to guarantee a return on investment, and its meeting planner feedback solution was the first to include a multi-tier survey process to support the overall relationship with the meeting planner throughout the sales , planning and event period.

Today, UniFocus optimizes workforce performance with the most comprehensive systems and performance tools available on the market, including applications and services for labor management, time and attendance, budgeting and integrated survey solutions. Its platform is cloud-based with mobile applications for iOS and Android.

Mr. Heymann holds a B.A. in economics from Brown University and an M.S. in business from Columbia University.

Please visit http.www.UniFocus.com for more information.

Mr. Heymann can be contacted at 972-512-5105 or mheymann@unifocus.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. 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.