Editorial Board   Guest Author

Ms. Crowley

Lori Crowley

Corporate Director of Food & Beverage, Prism Hotels & Resorts

Lori Crowley began her hospitality career as a Food and Beverage manager in Atlantic City when the city became a gambling and tourist destination.  She worked at the historic Claridge Hotel, Harrah's Marina and opened Trump Taj Mahal before joining Hyatt Hotels and Resorts in 1990.

Over two decades, opportunities to travel and manage upscale properties and resorts across the country, including Hawaii, made Ms. Crowley a valued Food and Beverage executive within the company. She was selected to be the Corporate Director of Food and Beverage for 120 Hyatt Hotels and Resorts and played a primary role in the planning and execution of Food and Beverage operations for new hotel openings and takeovers.    Ms. Crowley relocated to Los Angeles in 2005 to complete the takeover and renovation of the Hyatt Regency Century Plaza as the Executive Assistant Manager and Director of Food and Beverage.  This role included senior leadership responsibilities for multiple Southern California Hotels.

Ms. Crowley's extensive experience brings fresh perspective and creativity to new restaurant concepts while keeping them market appropriate. She has demonstrated a commitment to bring locally sourced food, environmentally safe practices and supporting the community to her workplace.

A native of New Jersey, Ms. Crowley graduated Rider University with a degree in Business Administration and has completed several post graduate courses in her career. She is a curious and accomplished traveler who enjoys the outdoors, food, fashion, photography and wine. Ms. Crowley currently lives in Dallas, Texas.


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

Ms. Crowley can be contacted at 214-987-9300 or lori.crowley@prismhotels.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.