Editorial Board   Guest Author

Ms. Gerhard

Janet Gerhard

Founder, Hospitality Gal, LLC

Janet Gerhard has extensive experience transforming the way organizations understand and manage the customer experience. By analyzing and strategically changing how organizations interact with their customers, she helps clients redefine their growth strategy and customer experience ecosystem to deliver bottom line results.

In addition to the hospitality sector, Ms. Gerhard consults globally with automotive, business services, healthcare, logistics, manufacturing, pharmaceutical, retail, technology and telecommunication companies.

When not focused on intentional experience design and driving customer loyalty through the business of Hospitality Gal, Ms. Gerhard puts her passion for sales to use in an active partnership as a Global Advisor with Challenger Performance Optimization, Inc., working with its diverse client base on commercial transformations.

Prior to the launch of Hospitality Gal, Ms. Gerhard led the Hospitality sector of newBrandAnalytics, a social media intelligence company named the Venture Summit Mid-Atlantic 100 Company of the Year in 2011 and Northern Virginia Council's Hottest VC Backed Company in 2012.

Ms. Gerhard spent the previous nine years with Maritz Research where she used customer lifecycle analytics to help clients capture more customer loyalty. She began her customer experience journey with The Ritz-Carlton Hotel Company. She is extremely well-traveled having visited and worked in more than 30 countries.

Ms. Gerhard launched Inquizo, a contemporary Business Solution Agency to help Fortune 500 companies and start-ups worldwide compete in today's ever changing business environment by disrupting conventional thinking, implementing innovative go to market strategies, and increasing customer loyalty. With the fundamental belief that Curiosity + Creativity = Innovation, Inquizo grows people, businesses and their customers.

Ms. Gerhard has a Bachelor of Science degree in Hotel Administration from Cornell University.

Please visit http://www.hospitality-gal.com for more information.

Ms. Gerhard can be contacted at +1 215-518-2425 or janet@hospitality-gal.com

Coming up in August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.