Mr. Labriola

Patrick Labriola

President

Transportation Safety Exchange

Patrick A. Labriola is President of Transportation Safety Exchange (TSX), an industry-pioneering, independent rating organization that inspects, monitors and reports the safety performance of motor carriers in the ground transportation industry. Mr. Labriola is an expert in strategic planning, business development and operational improvement.

Prior to joining TSX, Mr. Labriola was the President of the Waterford Group, a consulting organization specializing in business planning and development, merger and acquisition strategies, and other services. Before Waterford Group, Mr. Labriola held roles as President and CEO of a food production company with $70 million in revenue and more than 230 employees; as President and CEO of a manufacturing company, which grew from $45 million to $78 million in revenue, dominating the market category under his leadership; as Senior Vice President and Chief Administrative Officer of a large, family-owned beverage distributor; as President and CEO of a pet supply superstore chain which grew rapidly from six to more than 30 locations in less than two years; and as Treasurer of a $900 million department store operation.

Mr. Labriola holds a Bachelor of Science degree in management from the University of Dayton in Ohio, and is a member of the American Institute of Certified Public Accountants.

Mr. Labriola can be contacted at 703-691-4612 or plabriola@tsxcr.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.