Editorial Board   Guest Author

Mr. Roeh

Lola Roeh

General Manager, The Osthoff Resort and Aspira Spa

Lola Roeh began her career in hospitality over 30 years ago, accepting a position at the storied American Club in Kohler, Wisconsin. Over the course of her tenure there, Lola held management and development positions in guest services, marketing and special events, and quality control, culminating her hotel management experiences with the position of General Manager.

Ms. Roeh was also the opening manager of the Kohler Design Center, the first manager of Commercial Development and finished her career at Kohler as the Director of Destination Marketing for the Kohler Hospitality Businesses. Eighteen years ago, Ms. Roeh became the General Manager of the AAA Four Diamond Osthoff Resort in Elkhart Lake, Wisconsin, one of the Midwest's premier resort destinations.

Ms. Roeh has served as Chair and Board Member for the Wisconsin Hotel and Lodging Association, and received the Association's Innkeeper of the Year Award in both 2002 and 2012. Ms. Roeh is also an active member in the American Hotel and Lodging Association, the Wisconsin Restaurant Association, and the International Spa Association (ISPA) USA. She has served as the President and Board Member of the Elkhart Lake Chamber of Commerce, and Chair and Board Member of the Elkhart Lake Tourism Commission.

Ms. Roeh is a past Chair of the Wisconsin Governor's Council on Tourism and serves on the Marketing Committee. In 2014, she was honored with the Wisconsin Department of Tourism's highest industry honor, the Legacy Award.

Mr. Roeh can be contacted at 920-876-5832 or lroeh@osthoff.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.