Editorial Board   Guest Author

Mr. Maguire

Jim Maguire

Vice President Guest Services, Vantage Hotels

Jim Maguire is an expert in the field of customer experience and guest loyalty. His career spans over 25 years in a variety of industries including manufacturing, insurance, retail and hospitality. As Vice President of Guest Services for Vantage Hotels, Mr. Maguire oversees the guest and loyalty programs for Vantage's hotel brands including, Americas Best Value Inn, Canadas Best Value Inn, Country Hearth Inn & Suites, Signature Inn, Jameson Inn, Lexington by Vantage and 3 Palms Hotels & Resorts. Vantage is a top 10 global hotel company with over 1,200 properties and 70,000 rooms in six countries and the only hotel company to be ranked eight consecutive years on the prestigious Inc. 500/500 List of Fastest Growing Companies. Before coming to Vantage, he worked at Cross Country Home Services (CCHS) for eight years, where he was responsible for managing and servicing $80 million in claims. One of Mr. Maguire's major accomplishments at CCHS was reducing the claims life cycle by two days, which resulted in an annual savings of more than $1 million. Mr. Maguire also spent 17 years with Nestle Waters USA, where he held leadership positions in sales, operations and customer service. At Nestle, Mr. Maguire was recognized for increasing inside sales and customer service revenue by $1 million, as well as streamlining account services functions for a savings of over $2 million. Mr. Maguire has written numerous articles about the service industry and is an accomplished public speaker. He resides in South Florida with his two sons.

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

Mr. Maguire can be contacted at 877-311-2378 x213 or jmaguire@vantagehospitality.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.