Editorial Board   Guest Author

Mr. Sherwin

Mark Sherwin

Executive Vice President, Operations, Sonesta International Hotels Corporation

Mark Sherwin joined Sonesta in January, 2014 as Executive Vice President of Operations for Sonesta Hotels. He is responsible for overseeing cost improvement initiatives, profit improvement plans, operational fiscal responsibility, and bottom-line operations strategies for the company's growing collection of global brands, including Royal Sonesta, Sonesta Hotels & Resorts, Sonesta ES Suites, Sonesta Posadas Del Inca, and Sonesta Cruise Collection. Mr. Sherwin is no stranger to F&B and in fact began his career as a restaurant manager, culminating in hiring several celebrity chefs including Jose Andreas and Michel Richard to lead kitchens under his management. His favorite region is Napa Valley and he enjoys the whole farm to table movement accompanied by a good craft cocktail. Mr. Sherwin has more than 20 years of experience in hospitality and has been involved at both the property and corporate level. His career has revolved around developing operational initiatives, managing hundreds of employees, and establishing innovative sales and Mr. Sherwineting policies. Prior to joining Sonesta, Mr. Sherwin was employed at Ritz-Carlton where he furthered his hospitality experience as the General Manager at Tysons Corner and as the Regional Vice President of Sales and Mr. Sherwineting. His extensive hospitality career also includes multiple leadership roles with Marriott International. Some of his major accomplishments include being selected as a GM of the year finalist, opening five new hotels as a Regional Director, and developing new strategies in ecommerce, industry sponsorship, and customer segmentation. Mr. Sherwin graduated from Cornell University with a Bachelor's degree in Hospitality Administration. He then furthered his education by obtaining his MBA at Georgia State University.

Please visit http://www.sonesta.com for more information.

Mr. Sherwin can be contacted at 617-421-5429 or msherwin@sonesta.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.