Editorial Board   Guest Author

Ms. Love

Jana Love

President, ProSolutions

Jana Love is the President, CEO, and founder of ProSolutions, LLC.  Since 2002, ProSolutions has offered customer service consulting, pricing research, mystery shopping and evaluations, performance improvement strategies, training, and program and certification development to such clients as Marriott International, Wyndham Worldwide, Loews Hotels, Urgo Hotels & Resorts, Davidson Hotels & Resorts, and Advent Health System.  Over the years, ProSolutions has continued to grow and expand, especially in the area of pricing research.  They maintain a global contract with Marriott International, to perform Marriott's hotel pricing research and analysis, which continues to result in millions of dollars of additional revenue for Marriott.

Ms. Love's career began with Marriott International, working in sales and marketing. In 1989, she departed to found ProShop Evaluation Services, Inc. ProShop offered mystery shopping, evaluation, and training services to top international hospitality companies.  She also formed Shop2000 in 1997 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."

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. 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. 

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

Ms. Love can be contacted at +1 407-758-0263 or jana@prosolutions.net

Coming up in August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.