Editorial Board

Mr. Darling

Stephen Darling

Principal, Stephen Darling Hospitality Consultancy Inc.

After 40 consecutive years in hospitality industry in three countries, most recently as Regional Vice President for Shangri-La Hotels & Resorts in North America, responsible for identifying and securing management contracts on six projects in North America. Stephen now leads his own hospitality consulting practice as well as serving as a director on two boards. Darling readily admits that he entered the hospitality industry by default following two summers spent working as a bellman in one of Quebec City’s established hotels. Following this, he obtained a Hospitality Management Diploma at Concordia University, and subsequently did a BSc at Cornell’s School of Hotel Administration. In addition to his many professional duties, Darling is known for sharing his years of hospitality experience and knowledge with industry colleagues and candidates. He sat on Vancouver Community College’s Hospitality Management Program Advisory Committee; was named Canada’s 2001 Hotelier of the Year by Hotelier Magazine; was Chair of Tourism Vancouver’s Board for 2002/03. He is a Past Chair of Vancouver Hotel Association and was a director of the Pacific Rim Institute of Tourism. Stephen was Co- Chair of the Yes 2010 team, which was instrumental in Vancouver’s bid for the 2010 Winter Olympic games. He earned his icd.d designation from the Institute of Corporate Directors of Canada and Rotman School of Management, and currently sits on two boards in addition to his project consulting practice. Darling’s hospitality practice currently includes two multi-national hotel management companies –for which he provides strategic development support in North America. Stephen is fluent in French and “manages to get by” in Spanish. Stephen is also a principal of Cayuga Hospitality Consultants. You can reach him via his website at www.stephendarling.com. Please visit www.stephendarling.com for more information.

Mr. Darling can be contacted at stephen.darling@shaw.ca

Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.