Editorial Board   Guest Author

Ms. Rothschild

Joy Rothschild

Chief Human Resources Officer, Omni Hotels and Resorts

Joy Rothschild, a 35-year associate who started in Omni's Management Development Program, rejoined Omni Hotels & Resorts as senior vice president of human resources in January 1998. Since then, she has held the positions of vice president of human resources, corporate human resources director and senior regional director, as well as human resources director for several individual Omni properties. In 2002, under Ms. Rothschild's leadership the department was recast as associate services to formalize the company's service commitment to the people who make Omni Hotels a success. Ms. Rothschild is a dynamic and accomplished human resources executive that championed many Omni initiatives that directly impact profitability, customer retention and satisfaction. In 1992, she was awarded the Omni Hotels & Resorts' President's Award for developing the Omni Service Champion employee recognition program and the Power of One® employee empowerment program. She is also a Hotel Sales & Marketing Association International (HSMAI) GoldenBell Winner. Ms. Rothschild serves on the Advisory Board for School of Hospitality Administration at Boston University, Hospitality Board of Governors for College of Merchandising, Hospitality and Tourism, University of North Texas, and American Hotel & Lodging Association's Labor and Human Resources committees. Ms. Rothschild earned her Bachelor of Science degree in hospitality management from the University of New Hampshire's Whittemore School of Business. Her post-college executive education includes Harvard Business School's Achieving Excellence through Service Program and the University of Michigan's Advanced Human Resources Executive Forum.

Ms. Rothschild can be contacted at 972-871-5600 or pr@omnihotel.com

Coming up in June 2018...

Sales & Marketing: Opinions Matter

Hotel Sales and Marketing Directors manage a complex mix of strategies to attract and convert customers into guests. Part of their expertise includes an awareness of customer behavior during the reservation process, so they can make sure their hotel is favorably positioned. One such trend is the growing popularity of travel review sites. According to one recent survey, 61% of prospective customers consult online reviews in order to validate information about the hotel before making a purchasing decision. Another survey found that the average hotel customer reads between 6-12 reviews across 4-10 properties before making a final decision on where to stay. Similarly, other studies have shown that consumer reviews are a more trusted source of information for prospective customers than other kinds of marketing messaging. In fact, reviews are often considered to be as influential as price regarding whether a customer decides to complete a purchase or not. Plus, travel sites with the most reviews - including recent reviews from satisfied customers and thoughtful responses from staff - were also found to be the most appealing. So having positive reviews on a travel website is essential and can help to increase a hotel's conversion rates dramatically. Of course, there are all kinds of additional marketing strategies for sales and marketing directors to consider - the importance of video and the emergence of live streaming; the implementation of voice search; the proliferation of travel bots; and the development of Instagram as an e-commerce platform. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.