Editorial Board   Guest Author

Ms. Novotny, CHSE

Cindy Novotny, CHSE

Managing Partner, Master Connection Associates

Managing Partner of Master Connection Associates (MCA) Cindy Novotny is recognized by the American Society for Training and Development (ASTD) as one of nine most powerful and innovative speakers. Ms. Novotny has been branded the “Radical Mentor” by thousands of executives around the world for her straight forward, no nonsense approach to leadership. Ms. Novotny has been featured in The Wall Street Journal, Training Magazine, Successful Meetings, and broadcast live on the BBC. Ms. Novotny spans the globe speaking to vast audiences that range from line employees to top executives. She has shared the stage with global leaders such as former New York Mayor, Rudy Giuliani. Hospitality Sales and Marketing Association International (HSMAI) recognized Ms. Novotny as one of the Top 25 Most Extraordinary Minds in Sales & Marketing. The Award is given for the most innovation, vision and achievement in the hospitality, travel and tourism industry. Ms. Novotny founded Master Connection Associates and it is now one of the premiere international consulting and training organizations specializing in service delivery, sales and leadership performance. MCA's work contributed to client success including The Ritz-Carlton Hotel Company earning an unprecedented two Malcolm Baldrige National Quality Awards, Alston & Bird, LLP Law Firm reaching number two on Fortune Magazine's '100 Best Companies to Work For' List and Barclays Bank (UK) becoming the # 1 service provider in their competitive set while winning more than 17 national and international service excellence awards…and counting. Energy, passion, and drive guarantee Ms. Novotny's message will captivate each person in her audience. Her targeted message and popularity has no boundaries as she addresses groups around the world. Her charismatic, humorous, no nonsense approach, combined with in-depth knowledge, bring an audience alive with reality-based skills and cutting edge training technology. Speaking topics include sales, customer service, leadership, conflict resolution, innovation, building dynamic teams and quality processes relative to service.

Ms. Novotny, CHSE can be contacted at 949-589-6137 or cindynovotny@masterconnection.com

Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.