Editorial Board   Guest Author

Mr. Isenberg

Gary Isenberg

President, LWHA Asset & Property Management Services

Gary Isenberg currently serves as President - LWHA® Asset & Property Management Services. With more than 30 years of diversified hospitality experience in Hotel Management, Finance, and Asset Management, Mr. Isenberg's expertise includes third party asset management, serving as an owner's rep, due diligence for real estate investors, and development services to negotiate management or franchise agreements.

Mr. Isenberg's asset management specialties include, among other services, capital budgeting and PIP costing as well as internal control and accounting.

A graduate of Fairleigh Dickinson University with a Bachelor of Science in Business Management and minors in Corporate Finance and Information Systems, Mr. Isenberg started his career with ITT Sheraton as a Corporate Trainee. During his 16-year tenure, he was rapidly promoted over a series of increasingly responsible positions, mergers and acquisitions, at both the corporate and property level, in the disciplines of finance and operations.

A privately held Hotel Development, Ownership and Management Company, Field Hotel Associates (FHA), recruited Mr. Isenberg to join their organization as General Manager of their flagship property. Soon there after he was promoted to EVP of Hotel Operations and most recently held the position of Chief Operating Officer.

During his tenure at FHA, he led the development and opening of hotels, spearheaded several re-organizations, repositioning and recapitalizations, as well as numerous revenue-generating and cost-cutting initiatives. This in turn enhanced value and maximized return for the owners and investors.

Mr. Isenberg serves or has served on the following boards and professional organizations: Pennsylvania Travel and Lodging Association Board Member, Hotel Association of New York's NY Hotel Group Founding Member, JFK Airport Chamber of Commerce Board Member, Greater Jamaica Development Corporation Board Member and Director.

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

Mr. Isenberg can be contacted at 2123006684108 or gary.isenberg@lwhadvisors.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.