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 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.