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 June 2018...

Sales & Marketing: Opinions Matter

Hotel Sales and Marketing Directors manage a complex mix of strategies to attract and convert customers into guests. Part of their expertise includes an awareness of customer behavior during the reservation process, so they can make sure their hotel is favorably positioned. One such trend is the growing popularity of travel review sites. According to one recent survey, 61% of prospective customers consult online reviews in order to validate information about the hotel before making a purchasing decision. Another survey found that the average hotel customer reads between 6-12 reviews across 4-10 properties before making a final decision on where to stay. Similarly, other studies have shown that consumer reviews are a more trusted source of information for prospective customers than other kinds of marketing messaging. In fact, reviews are often considered to be as influential as price regarding whether a customer decides to complete a purchase or not. Plus, travel sites with the most reviews - including recent reviews from satisfied customers and thoughtful responses from staff - were also found to be the most appealing. So having positive reviews on a travel website is essential and can help to increase a hotel's conversion rates dramatically. Of course, there are all kinds of additional marketing strategies for sales and marketing directors to consider - the importance of video and the emergence of live streaming; the implementation of voice search; the proliferation of travel bots; and the development of Instagram as an e-commerce platform. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.