Editorial Board   Guest Author

Ms. Carr

Lisa Carr

Housekeeping Director, Disney's Grand Floridian Resort & Spa

Lisa Carr, Housekeeping Director at Disney's Grand Floridian Resort & Spa, has worked in a variety of positions and locations throughout her twenty three years with The Walt Disney Company. Starting her career in the operation as a housekeeper, Ms. Carr has worked in multiple resort hotels and opened several properties across the Walt Disney World® Resort. From Value to Deluxe resort hotels, she quickly learned that the only difference between each location is the theming and not the level of service; Disney's standards of hospitality are consistent across property and help set them apart from other companies in the industry. Ms. Carr takes every opportunity to make her team's efforts more effective and efficient whether by following industry trends down to the equipment her team uses. Throughout her career, she has built relationships and developed skills that have equipped her to be an informed, hands-on leader who believes in the development of her leadership team. With a passion for quality and guest service, Ms. Carr empowers her team to be role models and to take ownership over each and every guest experience. Always striving to deliver on the promise of being 'the place where dreams come true,' she pushes her team to always exceed expectations through individualized guest service. With millions of guests visiting the Walt Disney World Resort each year, it takes a hard-working team of talented hospitality professionals to make that promise a reality.

Please visit http://www.DisneyHousekeepingJobs.com/HotelExecutive for more information.

Ms. Carr can be contacted at 407-939-2273 or Recruitment.Marketing@disney.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.