July 1, 2002

Interview With Stephen P. Gillooly - Principal Consultant, PwC Consulting - A look at how B2E increases human capital value for hospitality and leisure companies (HITEC 2002 Video)

In the hospitality and leisure (H&L) industries, employee contact with guests is perhaps the most critical part of the guest experience. Guest service, guest satisfaction, spend rates, and return rates are all effected by these interactions. The best in the industry are known for their service, having made these touch points a competitive advantage. But can further improvements be made?

Updated July 4, 2002

Click below link to download the related PwC Consulting report! (PDF Document - Size: 327 KB)

About PwC Consulting
PwC Consulting is one of the world's leading providers of management consulting and technology services to many of the largest and most successful organisations, including governments and their respective agencies. With more than 33,000 employees, and offices in 53 countries and territories on six continents, PwC Consulting helps clients pursue and implement key strategic, process and technology initiatives designed to enhance growth, profitability and competitiveness.

Stephen P. Gillooly - Principal Consultant
PwC Consulting
Human Capital Solutions and eLearning Solutions Leader
For over 13 years Steve has been providing companies with human resource technology solutions to enable their HR business function and management processes. His experience includes the management of very large software implementation and business process improvement projects and the analysis, design, and implementation of payroll, human resource, and executive compensation applications on mainframe, client/server, and web-based platforms. Steve has led a variety of human resources and human capital solutions projects ranging from executive compensation and pension compliance projects to large scale ERP implementations for clients in the Financial Services, Hospitality & Leisure, Telecommunications, and Consumer Products industries. Steve is based in the New York, NY office of PwC Consulting.

Kevin Heilbronner is the US Editor for hsyndicate.com, wiredhotelier.com and hospitalitynet.org, providing content for these websites in the form of articles and both audio and video interviews. Based outside of Washington DC, Heilbronner has worked with Hospitality Net to conduct interviews at several hospitality trade shows in the US and Europe over the last year. A familiar voice in Washington, DC, Heilbronner is the stadium announcer for the NBA's Washington Wizards, WNBA's Washington Mystics, WUSA's Washington Freedom and DC United of MLS. He resides in Centreville, VA and can be reached via [email protected].

Human Resources