Mr. Gilbert

David Gilbert

President - Hospitality Group

Heartland Payment Systems

With more than 30 years of hospitality experience and a track record of leading successful growth while developing and maintaining brand identity and implementing strategic change, David Gilbert is responsible for the growth and development of Heartland’s portfolio and services within several industries, including restaurants, lodging and affiliated markets.

Prior to joining Heartland, the nation’s 5th largest payment processor, Mr. Gilbert was the chief operating officer of the National Restaurant Association (NRA), the restaurant industry’s largest and most respected trade organization. In this role from 2009-2012, Mr. Gilbert focused on guiding the organization in its ongoing efforts to provide and develop valuable products, services and benefits to help the industry and the Association’s members. He was also responsible for all operations, sales, business/product development, strategic relationships and financial analysis of the association and its subsidiaries.

Before the NRA, Mr. Gilbert spent several years as a restaurant and hospitality industry consultant, and held several executive positions with national chains, including chief administrative officer with Cracker Barrel Old Country Store, Inc., executive vice president and chief administrative officer with Shoney’s Inc., and executive director of development with Applebee’s International, Inc. His background also includes operations, product development and management experience in the quick service, casual dining and family dining segments.

A resident of Nashville, TN, Mr. Gilbert holds a bachelor’s degree in hotel and restaurant administration from Florida State University. He is also a member of the National Restaurant Association, the International Council of Shopping Centers and the West Virginia University Hospitality Board of Advisors.

Mr. Gilbert can be contacted at 888-798-3131 ext. 2281 or david.gilbert@e-hps.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 – 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. It’s 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. It’s 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.