Editorial Board   Guest Author

Ms. Bauer

Pam Bauer

Director Brand Development & Marketing, Callaway Resort & Gardens

As Director of Brand Development and Marketing, Pam Bauer serves as the Callaway Resort & Gardens' brand champion, setting the marketing and guest engagement strategy to further property's mission to, "Connect People and Nature in a way that benefits both".

An accomplished marketing and customer experience operations professional with proven success in start-up, turn-around and process improvement, Ms. Bauer brings passion and enthusiasm on her subject matter as well as expertise in brand development cultural initiatives, customer experiences, motivational speaking, customer journey mapping, and strategic planning.

Prior to joining the Team at Callaway Resort & Gardens, Ms. Bauer founded elevateXP in 2013, a boutique customer experience (CX) design consulting firm based on her belief that "If the experience is not by design, you're leaving it to default." Ms. Bauer is a proud Marketing and Management double major graduate of Mercer University's Stetson School of Business & Economics and a graduate of the Jim Moran Institute for Global Entrepreneurship Small Business Executive Program. Ms. Bauer also holds “Leadership in Service Excellence” certification from Cornell University and attended the International Conference on Patient- and Family-Centered Care.¬†

For more than 65 years, Callaway Resort & Gardens has provided “a place of relaxation, inspiration and a better understanding of the living world” for millions of visitors. Owned and operated by the non-profit Ida Cason Callaway Foundation, Callaway includes a garden and resort on thousands of acres in the rolling Appalachian foothills of Pine Mountain, Georgia. ¬†Highlights include a butterfly conservatory, discovery center, chapel, inland beach, nature trails, and special events throughout the year, including one of National Geographic's top holiday light shows in the Nation, Fantasy In Lights.

 


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

Ms. Bauer can be contacted at 706-663-6804 or pbauer@callawaygardens.com

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.