Editorial Board   Guest Author

Mr. Nogal

Mark Nogal

Global Head, Curio Collection by Hilton, Hilton

Mark Nogal is global head of Curio Collection by Hilton, Hilton's first collection brand, in the upper upscale market. He is responsible for the strategic direction and growth of the brand, as well as overseeing brand performance support, global marketing and visual identity.

Mr. Nogal has more than three decades of hospitality and brand experience, and has held multiple leadership roles at Hilton over the last 25+ years, including property-level and corporate positions in operations and marketing.

In 2017, Mr. Nogal helped launch the upscale Tapestry Collection by Hilton brand and served as global head. He was also responsible for pioneering the Hilton Garden Inn brand - from marketing the first hotel to leading the brand's growth throughout Europe - and served as regional head of focused service brand management for Hilton in the Europe, Middle East and Africa region. Based in London, he oversaw the ongoing growth of two award-winning brands: Hilton Garden Inn and Hampton by Hilton.

Prior to that role, Mr. Nogal served in several senior positions for Hilton Garden Inn, including vice president of brand performance and sales support, and vice president of marketing and sales. In those roles, he was responsible for guiding and communicating with hotel owners, management companies and general managers, and overseeing strategic planning, operations management and budgeting for brand sales, marketing, advertising, sales, marketing communications, relationship marketing and research for the brand.

Mr. Nogal studied hotel restaurant and tourism studies at the University of New Orleans and architecture at Louisiana State University in Baton Rouge. An avid cook, traveler and explorer of different cultures, he enjoys visiting Curio Collection properties and learning more about hotels joining the global portfolio of one-of-a-kind hotels and resorts.

Please visit https://www.hilton.com/en/corporate/ for more information.

Mr. Nogal can be contacted at +1 703-883-5311 or mark.nogal@hilton.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.