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 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.