Editorial Board   Guest Author

Mr. Caswell

Bill Caswell

Principal, Hospitality Practice Leader, North Highland

Bill Caswell is a principal with North Highland and serves as the firm's Hospitality practice leader. He has more than 30 years of industry experience in hospitality, vacation ownership, sales, marketing and technology.

Mr. Caswell has broad expertise that includes strategy development, organizational change management, consumer engagement, acquisition and loyalty strategy, program and project management, hospitality start-up operations, sales force management, satisfaction assessments, training design and implementation, service level management and performance measurement.

Prior to joining North Highland, Mr. Caswell worked and consulted with some of the major players across the hospitality industry, including The Ritz-Carlton Hotel Company, Loews Hotels and Resorts, Starwood Hotels and Resorts, Wyndham Wordwide, ANA Hotels and Kimpton Hotels.

North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology and digital, and transformation. Working with clients across a myriad of industries, North Highland has provided expert services to organizations and enterprises alike in the hospitality, financial services, retail and consumer products, healthcare, life sciences, transportation - both private and public sector - and philanthropy industries, among several others. North Highland adds value and supports clients across the full spectrum of consulting. From early planning and strategy to delivery of the final product or service, the consultancy brings big ideas and then makes them a reality.

As an employee-owned firm headquartered in Atlanta, GA, North Highland currently employs more than 3,000 consultants worldwide and has 70 plus offices around the globe, including the Americas, Europe and Asia.

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

Mr. Caswell can be contacted at +1 321-214-6009 or Bill.Caswell@northhighland.com

Coming up in November 2020...

Hotel Design: Home Away From Home

With the rise of the sharing economy and the peer-to-peer marketplace for lodging options, hoteliers are re-thinking the look, feel and appeal of their locations. There is an emphasis on re-creating a feeling of homeyness - a comfortable, cozy and inviting space that feels like home. 'This is accomplished through the careful selection of furniture design, paint colors, lighting design, artwork, bathroom fixtures and textile accessories. In addition, some hotels are providing their guests with upscale amenities, such as a book and movie library, home-style kitchenettes, a coffee machine with locally-sourced beans and tea, or even a batch of fresh-baked cookies. Similarly, there is a growing design trend based on the concept of place-making. Travelers are searching for experiences that are unique and authentic to the locale in which they find themselves, and so hotel designers are integrating a sense of place into their work. This is partially achieved by incorporating traditional artisanal crafts and other local artwork into hotel rooms and communal spaces. Another design trend includes the creation of full-service, co-working environments within the hotel. Guests don't like to stay alone in their room when they need to work, so now they can go downstairs to the lobby-or up to the roof-to work among others. These areas encourage guests - and non-guests alike - to stay as long as they like and to partake of hotel amenities. Finally, recognizing the importance of the Wellness Movement, some designers are exploring how room design can increase the likelihood of deep and restorative sleep. Creating dark and quiet spaces, blocking excessive light, providing guests with a selection of different kinds of pillows, and the ability to control room temperature, are a few of the best practices in this area. These are some of the architecture and design topics that will be covered in the November issue of the Hotel Business Review.