Editorial Board   Guest Author

Mr. Clough, MAI

Rod Clough, MAI

President - Americas , HVS

As President of HVS Americas, Rod Clough brought together all U.S. Consulting & Valuation offices under common ownership and has revolutionized the way the company is led and managed. Mr. Clough oversees strategy execution for HVS throughout all its Americas locations and divisions.

HVS is the nation's leading consulting firm that is laser focused on the hospitality sector. The firm provides expertise through every phase of ownership across a wide range of hospitality assets. We help clients succeed in the complex consulting arena, from feasibility studies to exit strategies and everything in between.

Mr. Clough's tenure with HVS spans almost 25 years, during which time he has played an important role growing the company from a handful of locations across the Americas to 40. He has done this primarily by fostering an extraordinary corporate culture built on a foundation of excellence, service, and appreciation.

Mr. Clough is a Designated Member of the Appraisal Institute (MAI) and a state-certified general appraiser. His consulting experience encompasses all hotel property types and brand segments, including convention center headquarters hotels; resorts and full-service hotels; select-service hotels; limited-service and extended-stay hotels.

In 2007, Mr. Clough coordinated the appraisals of nearly 200 properties associated with the $26-billion sale of Hilton Hotels to The Blackstone Group, an unprecedented transaction in the history of the international lodging industry and, to date, the largest assignment undertaken by the firm.

Mr. Clough also spearheaded the re-launch of HVS Brokerage & Advisory (U.S. division) in 2018 and continues to innovate the way HVS does business every day.

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

Linkedin Profile: https://www.linkedin.com/in/rod-clough-mai-6986a410/

Mr. Clough, MAI can be contacted at +1 214-629-1136 or rclough@hvs.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.