Editorial Board   Guest Author

Mr. Kelley

Chuck Kelley

Partner, Cayuga Hospitality Consultants, LLC

Chuck Kelley spent 32 years with Marriott International, beginning as an Assistant Restaurant Manager and worked his way up to Executive Vice President responsible for Marriott's Caribbean/Latin America Region. During his tenure the region doubled to 53 operating hotels and a confirmed pipeline of over 20 new hotels.

Along the way Mr. Kelley held positions as Director of Restaurants, Director of Marketing, Regional Director of Sales and Marketing, General Manager and Country Manager Australia. With extensive experience in both the domestic US market and international experience in Asia/Pacific and Caribbean/Latin America he is familiar with a wide range of markets and capable of succeeding in challenging environments.

Mr. Kelley has an in-depth knowledge of hotel operations; how they function properly to deliver customer satisfaction, brand integrity, market share premiums and healthy cash flow. His knowledge of organizational alignment and hotel positioning will help any hotel function efficiently and maximize performance vs. their market competitors. He has also performed as an expert witness and depending on the situation represented both the brand and ownership.

Mr. Kelley is a graduate of the University of Hawaii, with a BS in Travel and Tourism Management. He is a prior member of the Baptist Health South International Advisory Board and previously served as Chairman of the Caribbean Hotel and Airline Forum for the Caribbean Hotel & Tourism Association. He served with distinction in the US Army in Vietnam having earned a Purple Heart and Bronze Star for valor in combat.

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

Linkedin Profile: https://www.linkedin.com/in/chuck-kelley-a77b216/

Mr. Kelley can be contacted at +1 954-648-0549 or kelleychuck33@gmail.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.