February 17, 2010

Toronto Transit Commission staff is recommending that Steve O’Brien be appointed as the chair of the TTC’s customer service advisory panel. Commissioners will consider a staff report this afternoon on customer service, including the creation of an advisory panel on customer service.

Steve O'Brien is general manager of One King West Hotel & Residence, a 575-suite hotel and residence at the corner of King St. W. and Yonge St. in downtown Toronto. Mr. O’Brien has 30 years experience in the Toronto hotel industry, having worked with Marriott Hotels & Resorts, Hilton International, Delta Hotels & Resorts and Ramada Canada. He has been an integral part of the opening team for four Toronto hotels and has served on several high level hotel brand and customer service councils.

Mr. O’Brien will work with Commissioners and TTC staff to name and appoint the entire panel on customer service. At its January meeting, the Commission approved a review of customer service, including the formation of an advisory panel to review and assess existing plans to improve customer service, advise on where and how the TTC should seek outside expertise to achieve customer service excellence, conduct public consultations, and draft a customer charter or “bill of rights.” The advisory panel will be asked to publicly report its recommendations by June 30.

The panel, led by Mr. O’Brien, will have the TTC’s full co-operation and access to information, documents and plans relating to customer service. The panel will receive routine advice and input from the Advisory Committee on Accessible Transportation (ACAT), and TTC employees – management and frontline workers – as required.

Mr. O’Brien will be available to speak with media immediately following the Commission’s consideration of the customer service staff report today in Committee Room 1, City Hall. The meeting begins at 1 p.m.

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