TOBY W. MALBEC
Principal: TWM Insight LLC
My entire career has been spent exclusively in the hospitality, retail, and food service industries, either in an operational capacity or most notably on the technology side. Starting as an operator and then moving into technology afforded me the understanding of key aspects of the business and as I developed my technology skills I was able to construct a bridge between the operational needs of the business and the technology capabilities that could be brought forward to address them.
In the way of a good example, I spent approximately six years of my early career in the hotel business working mostly within four and five star hotels in many capacities but mostly front office operations. My intimate understanding of the reservation, registration, and accounting processes led me later on in my career to designing and developing a Property Management System, geared for smaller hotels and requiring less training and support. The product is still in use today and was heralded at the time as one of the first PMS capable of being self-installed and would run on a regular PC.
Another example involves the many years I spent providing consulting service in the food service industry to organization such as McDonald’s, Wendy’s, YUM Brands, CKE, Applebee’s, as well as high-end chains such as Morton’s and the Palm restaurant group. As a result of my experience with these organizations and my own operational experience I was recruited by Subway restaurants to develop the POS system for use in all their restaurants worldwide. I was the Director of POS Systems for IPC based in Miami, and was fortunate to have the opportunity to build a team of highly skilled professionals who helped design, model, develop, and eventually deploy the product that is in use today in over 25,000 restaurants worldwide.
I returned to my consulting roots in 2014 and have been working with hotel and food service clients to formulate their technology strategies as well as to select, procure, and implement different applications. I enjoy the challenge involved with walking into an organization, assessing the operational pain-points, and working collaboratively with the executive team to lay out a plan to address the issues. One of the unique aspects of my role is that as an Operational Technologist, I normally also get the opportunity to manage the installation of the products and insure that they are properly accepted into the organization.
Since the major reason new technologies fail is more around change management and behavior than it is around the technology I focus very heavily on the human factors that influence technology adoption.