Customer Experience Lessons From The Hospitality Industry

Adam Isrow is the President of Hotel Operations at Wolff Urban Management, a real estate acquisition, investment, development, and management firm. He is an experienced business leader with a proven background in software development, business operations, customer acquisition, and relationship management for global hospitality technology companies. Adam co-founded GoConcierge and grew it to become the largest concierge software company in the world. It was later acquired by ALICE (an Expedia Company), the leading hospitality operations platform, to augment its technology and customer service offering in 2017. In this episode… Do you find it challenging to excel in the hotel industry? How can you ensure guests receive the best possible service and experience? Running a hotel or restaurant involves various aspects, such as guest services, front desk management, housekeeping, security, and task tracking. It can be overwhelming for the staff, particularly concierges. Adam Isrow, the President of Hotel Operations at Wolff Urban Management, shares his journey of creating a tool that focuses on guest response and task management. In this episode of The Customer Wins, Richard Walker interviews Adam Isrow to discuss his entrepreneurial journey of creating GoConcierge, a tool that helps hotels thrive. Adam talks about how GoConcierge helps people, the significance of speaking your customers' language, the importance of a concierge, and tips for being a good leader and fostering a healthy company culture.