Editorial Board   Guest Author

Ms. Love

Jana Love

President, ProSolutions

In 1989, Jana Love founded ProShop Evaluation Services, Inc., after a successful career with Marriott International in sales and marketing. ProShop offered mystery shopping, evaluation, and training services to top international hospitality companies. In 1997, Ms. Love formed Shop2000 with two other principals. Shop2000 was developed exclusively for Marriott Group Sales and Catering, and they designed and implemented the unique sales training program, "Walking in the Shoes of the Customer," for Marriott. In 2002, Ms. Love, knowing her team had the expertise to influence more customer needs, expanded the company's business resources and services and rebranded by becoming ProSolutions, LLC. ProSolutions offers customer service consulting, pricing research, mystery shopping and evaluations, performance improvement strategies, training, and program and certification development to such clients as Marriott International, Inc., The Ritz-Carlton Destination Club, Wyndham Worldwide, Loews Hotels, Urgo Hotels & Resorts, Davidson Hotels & Resorts, and Florida Hospital. In the recent years, ProSolutions has continued to grow and expand. In 2012, ProSolutions was awarded an annually implemented global contract from Marriott International, Inc. to preform hotel pricing research and analysis, which continues to results in millions of dollars of additional revenue for Marriott. In 2013, Ms. Love founded the ProLearning Blog, which offers the hospitality industry free educational tips and learning resources to help be masters of customer service and sales; and to improve personally, as an employee, as a leader; and as a company. Ms. Love's passion behind the company's tag line, “The Total Customer Experience Company” is truly what pushes the business culture since it always comes back to increasing customer engagement and loyalty in order to achieve success. Also, the training philosophy that drives ProSolutions is that every client has a unique need and situation, so they “fix what they find” with customized training options geared towards each different audience. Nothing comes off the shelf. They also believe training should provide immediately actionable items and easy takeaways. As the President and CEO, Ms. Love leads her team in all efforts and has the support from her eight-member executive team and >50 regular subcontractors and consultants. Ms. Love lives in Pensacola, Florida with her husband, Bill. They have two daughters, Kelsey and Madison.

Please visit http://www.prosolutions.net for more information.

Ms. Love can be contacted at 407-758-0263 or jana@prosolutions.net

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.