Editorial Board   Guest Author

Mr. Woodman

Henry Woodman

Founder & President, ICE Portal

Henry Woodman's international travel promotion career spans over 30 years beginning in television and film production. Since 1984, as co-founder of WoodMark productions, Mr. Woodman traveled the globe producing and directing travel videos for tourist boards, airlines and destination marketing offices. He produced major television programs in the United States and Latin America. For his work in network television, Mr. Woodman has earned four Emmy nominations.

In 1997 he founded World Travelvision (WTV), a leading content provider for Internet Travel and Tourism. WTV pioneered and perfected Digital Brochures and Virtual Reality 360° Panoramic Photography. He is considered one of the travel industry's leading experts on visual internet content.

In 2004, Mr. Woodman founded ICE Portal (ICE) and ICE acquired World Travelvision. ICE Portal, (ICE being an acronym for Internet Content Exchange), is the leading hospitality technology platform to manage and distribute hotel visuals. Client list includes major international hotel chains such as Hilton, Wyndham, Hyatt, Accor, Choice Hotels and Best Western. ICE delivers hotel visuals to all the major distribution channels (GDS, OTA, Search and Social Networks) in the proper specs and provides their clients with an overall content score, allowing them to improve their rankings across all the OTAs. 54,000 hotels worldwide utilize ICE Portal's photo management and distribution services and the figure continues to grow quarter to quarter.

Mr. Woodman is a Florida native and a graduate of the University of Arizona. He is trilingual, speaking English, Spanish, and French fluently, and is a natural entrepreneur. He recently completed his MBA in Entrepreneurship at NOVA Southeastern University.

Mr. Woodman can be contacted at 954-893-6778 or henry@iceportal.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.