Editorial Board   Guest Author

Mr. Khan

Shujaat Khan

Head Concierge, Capital Hilton Hotel

Shujaat Khan, Head Concierge of the Capital Hilton Hotel, was recently elected President of The Washington Area Concierge Association. An international concierge leader, Mr. Khan's life-long service to the concierge community is unequalled. His resume contains impressive posts including President of Les Clefs d'Or USA, UICH Zone Director of the Americas and he spent 22 years on Les Clefs d'Or USA's Board of Directors. Mr. Khan is currently the Chairperson of Strategic Partnerships for Les Clefs d'Or international.

Mr. Khan's dedication to hospitality excellence is demonstrated by his deep commitment to fostering growth and professionalism among Concierges. To help improve the service delivery of Caribbean hospitality professionals, in 2006, Mr. Khan partnered with Holly Stiel, of Thank You Very Much Inc., to create a Caribbean training program. Over 1,000 front-line staff were educated in The Art of The Concierge, delivered throughout the Caribbean. The class was also delivered in Washington DC, Miami and Los Angeles.

Mr. Khan's award winning service style earned him frequent accolades. He is a recipient of multiple professional awards, including Hospitality Star of the Year, from the Hotel Association of the District of Columbia, two Silver Plume Awards and Spirit of Pride Award from the Hilton Hotel Corporation.

Mr. Khan has initiated many philanthropic endeavors to assist local, national and international charities. His selfless fundraising efforts have raised thousands of dollars to provide assistance to victims of disasters and Concierges in need, through Les Clefs d'Or's Foundation of the Americas.

For fun, Mr. Khan had a cameo appearance with Clint Eastwood in the movie "Absolute Power." He also performed a short role in "Sheer Madness," at the Kennedy Center.

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

Mr. Khan can be contacted at +1 202-639-5712 or shujaat.khan@hilton.com

Coming up in October 2020...

Revenue Management: Maximizing Profit

Hotel Revenue Management continues to evolve at a blistering pace. Driven by technological innovation and new distribution channels, there are some dynamic opportunities for expansion in this fast-growing field. The technology is primarily designed to help revenue managers further refine their operations and pricing models to maximize hotel profit. For example, hotels can't be all things to all people, so a key strategy is to precisely identify their target audience. By employing geo-targeting techniques and analyzing behavior such as previous bookings, on-property purchases and online shopping practices, there is an increased capability to define guest demographics. By segmenting customers in more specific ways, hotels are able to create more personalized experiences which, in turn, allow managers to optimize their room rates. It is also an effective way to fulfill the unique needs and preferences of the individual. Another methodology is to consistently monitor the competition's pricing strategies. There are software tools that analyze a competitor's current rates, and then allow a hotel to make its own pricing adjustments. It is also a useful means to conduct forecasting models. Other technologies that are being integrated into a revenue manager's toolkit include Artificial Intelligence in the form of automated algorithms, and Voice Recognition (VR) for data inquiries, rate changes, and booking behavior. Predictive and analytic software programs are also being leveraged to provide more forward-looking data, instead of the usual reliance on historical performance. These metrics allow managers to be more proactive - rather than reactive - with their revenue strategy. The October issue of the Hotel Business Review will examine these developments and report on how some leading hotels are executing their revenue management strategies.