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 February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.