Editorial Board   Guest Author

Mr. Kelley

Chuck Kelley

Partner, Cayuga Hospitality Consultants, LLC

Chuck Kelley spent 32 years with Marriott International, beginning as an Assistant Restaurant Manager and worked his way up to Executive Vice President responsible for Marriott's Caribbean/Latin America Region. During his tenure the region doubled to 53 operating hotels and a confirmed pipeline of over 20 new hotels.

Along the way Mr. Kelley held positions as Director of Restaurants, Director of Marketing, Regional Director of Sales and Marketing, General Manager and Country Manager Australia. With extensive experience in both the domestic US market and international experience in Asia/Pacific and Caribbean/Latin America he is familiar with a wide range of markets and capable of succeeding in challenging environments.

Mr. Kelley has an in-depth knowledge of hotel operations; how they function properly to deliver customer satisfaction, brand integrity, market share premiums and healthy cash flow. His knowledge of organizational alignment and hotel positioning will help any hotel function efficiently and maximize performance vs. their market competitors. He has also performed as an expert witness and depending on the situation represented both the brand and ownership.

Mr. Kelley is a graduate of the University of Hawaii, with a BS in Travel and Tourism Management. He is a prior member of the Baptist Health South International Advisory Board and previously served as Chairman of the Caribbean Hotel and Airline Forum for the Caribbean Hotel & Tourism Association. He served with distinction in the US Army in Vietnam having earned a Purple Heart and Bronze Star for valor in combat.

Please visit http://www.CayugaHospitality.com for more information.

Linkedin Profile: https://www.linkedin.com/in/chuck-kelley-a77b216/

Mr. Kelley can be contacted at +1 954-648-0549 or kelleychuck33@gmail.com

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.