Editorial Board   Guest Author

Mr. Tufano

Phil Tufano

Partner & Chief Operating Officer, Kokua Hospitality

Phil Tufano had dedicated more than 30 years to mastering the art of adaptability in the hospitality industry. Overseeing a company with a portfolio of eight U.S. hotels of both independent and global hospitality brands, he leads Kokua Hospitality with the keyword of “open mindedness” front of mind. It's a philosophy that he has fine-tuned throughout his career in managing and repositioning hotels, which he instills in his operations teams at the Chicago-based company with offices in Los Angeles, San Francisco, St. Louis, and Jacksonville, FL. “Leadership is what distinguishes mediocre organizations from exceptional ones,” Mr. Tufano says. “People will mostly remember how you made them feel over what you said. Associates perform for managers they like, and for organizations they respect and believe in.” During his time at Kokua, Mr. Tufano has nearly quadrupled the team from an office of three people when he first came on board in 2007, while establishing Kokua as an industry-respected, third-party manager overseeing properties for Chartres Lodging Group, one of the largest hotel ownership groups in the United States. He notably oversaw the conversion of the 25-year-old Ocean Resort Hotel in Hawaii into the Hyatt Place Waikiki in 2011. In the three years that followed the reflagging, Kokua nearly tripled the net operating income to make the property one of the most successful Hyatt Place Hotels in the brand. Prior to joining Kokua, Mr. Tufano served in a senior management capacity at luxury resorts, as well as urban, convention, and all-suite properties during the 21 years he worked under the Global Hyatt Corporation umbrella. He made a significant impact on sales at properties across the United States and the Caribbean, as well as on the people around him by always bringing an enthusiasm and motivation that he fluently expresses. “In general, people want to do the right things, perform well, and be recognized so they can advance in their careers,” he says. “As a manager, you need to understand what skills your team needs to develop, openly communicate this, and give them the tools and guidance that they need to grow. From my experience, attitude equals altitude.”

Mr. Tufano can be contacted at 312-219-8050 or phil.tufano@kokuahospitality.com

Coming up in February 2019...

Social Media: Getting Personal

There Social media platforms have revolutionized the hotel industry. Popular sites such as Facebook, Twitter, Pinterest, Instagram, Snapchat, YouTube and Tumblr now account for 2.3 billion active users, and this phenomenon has forever transformed how businesses interact with consumers. Given that social media allows for two-way communication between businesses and consumers, the emphasis of any marketing strategy must be to positively and personally engage the customer, and there are innumerable ways to accomplish that goal. One popular strategy is to encourage hotel guests to create their own personal content - typically videos and photos -which can be shared via their personal social media networks, reaching a sizeable audience. In addition, geo-locational tags and brand hashtags can be embedded in such posts which allow them to be found via metadata searches, substantially enlarging their scope. Influencer marketing is another prevalent social media strategy. Some hotels are paying popular social media stars and bloggers to endorse their brand on social media platforms. These kinds of endorsements generally elicit a strong response because the influencers are perceived as being trustworthy by their followers, and because an influencer's followers are likely to share similar psychographic and demographic traits. Travel review sites have also become vitally important in reputation management. Travelers consistently use social media to express pleasure or frustration about their guest experiences, so it is essential that every review be attended to personally. Assuming the responsibility to address and correct customer service concerns quickly is a way to mitigate complaints and to build brand loyalty. Plus, whether reviews are favorable or unfavorable, they are a vital source of information to managers about a hotel's operational performance.  The February Hotel Business Review will document what some hotels are doing to effectively incorporate social media strategies into their businesses.