Editorial Board   Guest Author

Mr. Fuller

Ed Fuller

President, Laguna Strategic Advisors

Ed Fuller is a hospitality industry leader, educator, and author of the international Top 20 bestselling business book, You Can't Lead with Your Feet on the Desk, published by Wiley. He is president of the Irvine, California-based Laguna Strategic Advisors, a global consortium that provides business consulting services to corporations and governments.

Mr. Fuller is a director of the Federal Bureau of Investigators National Academy Associates Foundation (FBINAA). He has served as a Board Executive of several Charity Boards and Three University Boards.

Mr. Fuller's 40-year career with Marriott included serving as CMO and several regional operational positions which was capped by his role as president and managing director of Marriott International for 22 years. His results included the creation of 80,000 new jobs worldwide, the formation and operation of 555 hotels in 73 countries, $8 billion in annual sales, and the implementation of multiple environmental, philanthropic and educational initiatives.

During that time, he oversaw the creation of Marriott International's Global Security Strategy. His experience included chief sales and marketing officer, global leadership as President of Marriott International, Inc., as executive in charge of crisis management, future business assessment, top-level customer relationship management, sales and marketing leadership and long-term strategy development that applied corporate philosophies, delivered on brand promise and enabled ethical decisions.

An active alumnus of Boston University, Mr. Fuller is former Vice Chairman of its Board of Overseers, former President of the University's Alumni Association and a former Trustee. In 1998, he received the Alumni Award, the University's highest honor.

Mr. Fuller served as a Captain in the U.S. Army and was awarded the Bronze Star and Army Commendation Medal for service during missions in Vietnam and Germany. His new international spy thriller, RED HOTEL, will be in bookstores nationwide on March 19, 2019.

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

Mr. Fuller can be contacted at +1 949-333-1380 or ed.fuller@lagunastrategicadvisors.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.