Editorial Board   Guest Author

Ms. Melanson

Judy Melanson

Vice President Travel & Hospitality Practice Leader, Chadwick Martin Bailey

Judy Melanson's clients include the Hilton Family of Hotels, Royal Caribbean, MTV, and Avis/Budget Rent-a-Car. They frequently call upon her for the experience, insight, and focused use of market information she employs to drive strategy on their highest visibility research projects. Ms. Melanson's expertise focuses on current (and potential) high value customers and supports marketing communications and brand/product development; loyalty program benefit optimization to find the sweet spot between cost management and customer preference; and brand health monitoring to map the market's connection to brand and focus on actions to strengthen relationships. Ms. Melanson applies high-end analytics to assist clients with business-focused and action-oriented recommendations. She has been with CMB for 20 years. Prior to joining Chadwick Martin Bailey, Ms. Melanson was a Sales Executive for a Resort Hotel, sold timeshares, and was a tour guide in Scotland. She has served as the President of the Boston Chapter of the American Marketing Association and frequently speaks at industry conferences. She is frequently published in Loyalty Management, Hospitality Executive, Sales and Service Excellence, The Journal of Business Strategy, and Sales and Service Excellence. Ms. Melanson earned her B.A., magna cum laude, from Boston College and her M.B.A., cum laude, from Babson College. Clients such as the Hilton Family of Hotels, Royal Caribbean, MTV, and Avis/Budget Rent-a-Car frequently call upon Ms. Melanson for the experience, insight, and focused use of market information she employs to drive strategy on their highest visibility research projects.

Ms. Melanson can be contacted at 617-350-.8922 or judym@cmbinfo.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.