Editorial Board   Guest Author

Ms. Love

Jana Love

President, ProSolutions

Jana Love is the President, CEO, and founder of ProSolutions, LLC.  Since 2002, ProSolutions has offered customer service consulting, pricing research, mystery shopping and evaluations, performance improvement strategies, training, and program and certification development to such clients as Marriott International, Wyndham Worldwide, Loews Hotels, Urgo Hotels & Resorts, Davidson Hotels & Resorts, and Advent Health System.  Over the years, ProSolutions has continued to grow and expand, especially in the area of pricing research.  They maintain a global contract with Marriott International, to perform Marriott's hotel pricing research and analysis, which continues to result in millions of dollars of additional revenue for Marriott.

Ms. Love's career began with Marriott International, working in sales and marketing. In 1989, she departed to found ProShop Evaluation Services, Inc. ProShop offered mystery shopping, evaluation, and training services to top international hospitality companies.  She also formed Shop2000 in 1997 with two other principals. Shop2000 was developed exclusively for Marriott Group Sales and Catering, and they designed and implemented the unique sales training program, "Walking in the Shoes of the Customer."

Ms. Love's passion behind the company's tag line, "The Total Customer Experience Company" is truly what pushes the business culture since it always comes back to increasing customer engagement and loyalty in order to achieve success. The training philosophy that drives ProSolutions is that every client has a unique need and situation, so they "fix what they find" with customized training options geared towards each different audience.  Nothing comes off the shelf.  They also believe training should provide immediately actionable items and easy takeaways. 

Please visit http://www.prosolutions.net for more information.

Ms. Love can be contacted at +1 407-758-0263 or jana@prosolutions.net

Coming up in June 2020...

Sales & Marketing: Technology Rules

It is impossible for any hotel to develop an effective sales and marketing plan that doesn't include a wide-ranging digital strategy. Online platforms have impacted virtually every aspect of their business, due to major changes in how Internet users research, plan, and book their hotel visits. As a result, a successful plan includes generating traffic through the use of a hotel website, social media, email and a myriad of other digital marketing technologies. One such strategy uses data collection and automation technology to create personalized content to individual customers. The goal of personalization marketing is to engage potential customers by communicating with them as individuals - to establish a more personal relationship - as a way of encouraging them to visit a property. Video marketing is also extremely important. Showing someone authentic video from a specific location is immersive and engaging, and video is still the preferred way for customers to interact with a hotel brand. Voice and Visual Search are increasingly in demand, as consumers are moving away from typing queries into a search engine. Instead, they can simply speak their request into their phone, and find and book a hotel without ever typing a word. Similarly, other platforms allow consumers to search visually for almost any image, and find out pricing information, shopping comparisons and how-to-buy - all from the app. The adoption of Artificial Intelligence is also becoming popular. The ability of chatbots to answer simple questions or fulfill requests 24/7 is undeniably appealing. In addition, A.I. seems best positioned to qualify leads that can be later nurtured and closed by a human sales expert - all at a fraction of the cost of a traditional support team. The June Hotel Business Review will examine how some sales and marketing professionals are integrating these innovative technologies into their operations.