Editorial Board   

Mr. Boni

Paolo Boni

President & Chief Executive Officer, VFM Leonardo, Inc.

Paolo Boni has been leading VFM Leonardo's vision and strategic direction since 2001. Under his leadership, the company has expanded globally and now has over 80,000 hotels, over 30,000 travel related website partners worldwide and the largest online visual content distribution network for the travel industry. As a recognized travel industry expert, Mr. Boni frequently speaks at major travel conferences on subjects relating to online travel marketing, online hotel merchandising and rich media. Since 2003, Mr. Boni has been a regular speaker and panelist at Hotel Electronic Distribution Network Association (HEDNA) conferences, including HEDNA Miami 2003, Frankfurt 2006 on and New Orleans 2008 on the transformation of distribution, customer experience, consolidation and the future of the online travel industry. In 2006, Mr. Boni spoke at the Eye For Travel - Travel Distribution Summit's (TDS) in Europe and Chicago, on the impact of rich media on consumers' hotel booking decisions and the Travelcom conference on using compelling content to build hotel brands online. He was a panelist on destination marketing to young adults at the Educational Seminar For Tourism Organizations (ESTO) and the online marketing roundtable at the MMG Vail Summit Senior Travel Executive Forum. More recently, Mr. Boni presented at the Hotel Association of Canada's Annual Conference 2008 on guerrilla marketing and marketing in the 21st century. Mr. Boni holds an LL.B. from Osgoode Hall Law School (1993) and a B.A. Economics from McGill University (1989). He was formerly a Partner with leading Canadian business law firm, Davies, Ward, Phillips & Vineberg LLP, practicing in securities and corporate law with an emphasis on corporate finance, mergers and acquisitions. VFM Leonardo is the leader in online hotel merchandising with the largest, universally accepted online visual content distribution network (VNetwork) for the global travel industry. VFM Leonardo's VBrochure and VScape products leverage the distribution capabilities of the VNetwork and are the most effective visual content management and merchandising systems available to hoteliers today. For more information about VFM Leonardo, visit http://www.vfmleonardo.com

Mr. Boni can be contacted at 877-593-6634 or press@vfmleonardo.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.