Editorial Board   Guest Author

Ms. Barnhill

Pamela Barnhill

President & COO, IHT, IBC and IVH Hotels

Pamela J.W. Barnhill is the president and COO of InnSuites Hospitality Trust (IHT), which has three divisions: InnSuites Hotels & Suites, InnDependent Boutique Collection (IBC) and International Vacation Hotels (IVH), all headquartered in Phoenix.

IHT is a real estate investment trust that owns, manages and provides managed distribution, along with soft brand-like benefits including loyalty services inside a proprietary CRS technology platform.

Ms. Barnhill joined IHT in 2002 as general manager and progressed with InnSuites through roles in revenue management, operations, and sales and trademark licensing. Prior to joining IHT, Ms. Barnhill held executive positions at Motorola Semiconductor, Franchise Finance Corporation of America and PRTM Management Consulting. She has served as a board member for the Independent Lodging Industry Association (ILIA) since 2011.

Ms. Barnhill earned a Bachelor of Arts degree in economics and mathematics cum laude with honors from the University of Arizona in Tucson and a Masters of Business Administration from Carnegie Mellon University in Pittsburgh. She was a 2016 EY Entrepreneur of the Year finalist and she lives in Scottsdale, Ariz., with her husband and two children.

IBC is dedicated to providing guests with a unique, non-cookie cutter hotel experience in addition to providing value-added amenities and resort locations to its guests. Guests love the InnDependent InnCentives travel rewards program. InnDependent InnCentives has no blackouts and IBC does all the work for you. IBC and InnDependent InnCentives was founded by Ms. Barnhill who grew up in the independent hotel business, daughter of an Independent Hotelier / Owner / Manager.

Ms. Barnhill experienced first-hand the sales and marketing trials and lack of cost-effective operations resources for independent hoteliers. To combat the lack of affordable resources, she founded IBC (InnDependent Boutique Collection) Hotels, which is Independent Hotel Network with collection benefits and technology platform to address this problem of feeling like operating on an island.

To date, Ms. Barnhill is President and COO of independent hotels which she has successfully tested these sales/marketing/operations methods. Hoteliers love IBC and the added reservations, a strong independent network along with the free InnDependent InnCentives travel rewards frequent traveler program. No long-term contracts. No high fees. No Hassle. IBC was founded by Independent Hoteliers and knows what it means to run a hotel independently and the challenges it bears. “Solutions for Independent Hoteliers by Independent Hoteliers”

Ms. Barnhill can be contacted at 6029441500215 or pbarnhill@ibchotels.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.