Editorial Board   Guest Author

Mr. Pohl

Ron Pohl

Vice President Brand Management, Best Western Hotels and Resorts

Ron Pohl is senior vice president of brand management for Best Western® Hotels and Resorts and serves on the company's executive committee. Mr. Pohl oversees North American and Asia Operations and Development. In addition, he directs other key departments, including: Customer Care, Owner Relations, Revenue Management, Education and Training, Design and Supply, Member Services, and International Quality Assurance. Mr. Pohl joined Best Western in 2007 as vice president of operations. In that role, the 30-year hospitality industry veteran significantly improved revenue management systems, implemented new and innovative education and training resources, restructured departments to improve efficiency and enhance hotel support, and launched the industry-leading Best Western I Care® program. These positive changes have significantly contributed to record-high brand performance in the areas of RevPAR index and customer and owner satisfaction. Prior to joining Best Western, Mr. Pohl spent more than 20 years with Boykin Management Company, a respected hotel management firm based in Cleveland, Ohio. During his tenure with Boykin, Mr. Pohl spent 10 years as a full-service hotel general manager and earned awards for sales leadership, website development and outstanding customer service. He served in a number of senior-level positions in the areas of marketing, sales and revenue management, working his way up to regional vice president, and ultimately senior vice president of operations. Mr. Pohl's diverse hotel background comes from working with an array of hotel brands, including Choice, Hilton, Marriott and Radisson, and independent resorts and condo hotels. He currently serves on the board of directors of the American Hotel and Lodging Association and previously served on the board of directors for the Convention & Visitors Bureau of Greater Cleveland, as well as advisory committees for Marriott and Doubletree hotels.

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

Mr. Pohl can be contacted at 602-957-4200 or ron.pohl@bestwestern.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.