Editorial Board   Guest Author

Ms. Fairman

Tracy Fairman

Co-owner and CEO , EproDirect

Tracy Fairman,co-owner and CEO of EproDirect, has been involved hospitality sales and marketing for over 20 years, previously with Marriott and Adam's Mark. Ms. Fairman established EproDirect in 2002 as a marketing & technology company that focuses on the meetings and conventions segment of the hospitality industry. Ms. Fairman was honored in 2007 with HSMAI's “Top 25 Most Extraordinary Minds in Hospitality & Travel Sales & Marketing” Award. She earned her CMP (Certified Meeting Professional) from the Convention Industry Council in 2013 and her CHDM (Certified Hospitality Digital Marketer) from HSMAI in 2014. Ms. Fairman is involved in many industry organizations and currently sits on the Marketing Section Council with ASAE and CMP Conclave Education Task Force with the CIC.

Ms. Fairman can be contacted at 561-417-5513 or tracy.fairman@eprodirect.com

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.