Editorial Board

Ms. Dooley

Shannon Dooley

Operations Manager - Quality Assurance Practice, LRA Worldwide

Serving as an Operations Manager in LRA Worldwide’s Quality Assurance practice, Shannon specializes in LRA's foodservice, gaming, and boutique clients. Over the past six years, Ms. Dooley spearheaded the development and implementation of customized, experience-driven evaluations for a variety of clients, including Hard Rock Hotels & Resorts, FLIK International, The Kessler Collection, and the San Diego Zoo. In addition, she played integral roles on the project teams for Marriott International, Delaware North Companies, The Cosmopolitan of Las Vegas, and Station Casinos. Ms. Dooley joined LRA in 2005 as a Consultant handling clients in both Quality Assurance and Consulting Services. In her role, she processed and analyzed customer loyalty research for clients in a variety of sectors, including hospitality, aviation, entertainment, and sports. Ms. Dooley redesigned and coordinated in-field training for the handling of survey data for the hotels of Denali National Park, a member of ARAMARK Harrison Lodging. As a Senior Consultant, she was responsible for the day to day operations of custom service accounts, most notably with Hilton Hotels, as well as several other gaming and hotel management clients. Prior to joining LRA, Ms. Dooley spent several years with the Walt Disney Company as a Guest Services Manager for Disney’s Yacht & Beach Club Resort and Disney's Beach Club Villas. There, she cultivated her knowledge of 4-Diamond hotel management as well as convention, vacation ownership, and cruise line market segments. During her tenure, Ms. Dooley was selected to independently develop and implement a pilot lobby concierge program to enhance the overall guest experience. In addition, she was appointed as a resort liaison for the launch of Disney’s “Magical Gatherings” program, developing a SIEBEL-based training manual to aide in resort-wide staff training. Under her leadership, both the lobby concierge program and training manuals became permanent fixtures at all 21 Walt Disney World Resorts. Ms. Dooley is a graduate of Duke University and is currently pursuing her MBA at Villanova University.

Ms. Dooley can be contacted at 215-449-0349 or Shannon.Dooley@lraworldwide.com

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.