Mr. Houran

James Houran

Managing Director

AETHOS Consulting Group

Dr. Jim Houran, Managing Director of AETHOS Consulting Group, is a 20-year veteran in applied psychological research and a published expert on peak performance, online testing and interpersonal and organizational compatibility. He has authored over 100 articles, and his award-winning work has been profiled by a myriad of media outlets and programs including the Discovery Channel, A&E, BBC, National Geographic, NBCs Today Show, USA Today, New Scientist, Psychology Today and Forbes.com.

Dr. Houran remains a member of the American Psychological Association, the American Psychological Society, the Hospitality Sales and Marketing Association International and the American Hotel and Lodging Association, and serves as Research Professor in the Laboratory of Statistics and Computation at the Lusofona University of Humanities and Technologies (Lisbon, Portugal).

AETHOS Consulting Group is a hospitality industry focused executive search and compensation consulting firm also specializing in culture creation and organizational effectiveness, as well as talent assessment and customer and employee opinion surveys. Proprietary to AETHOS Consulting Group, 20|20 Assess℠ is the suite of hospitality-specific HR and leadership software for performance management.

Mr. Houran can be contacted at 817-542-7602 or jhouran@aethoscg.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. Its 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. Its 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.