Editorial Board   

Ms. Healey

Marilyn Healey

President , Association for Convention Operations Management

Marilyn Healey was formerly President of the Association for Convention Operations Management (ACOM), an association dedicated to advancing the practice of convention services management in the meetings industry, and is also Senior Convention Services Manager at the Hyatt Regency Long Beach. Marilyn has 25 years of experience in the meeting planning and hospitality industry. A native of San Francisco, Marilyn began her career in 1980 as a Public Relations Manager for a non-profit organization in downtown Los Angeles, where she was responsible for coordinating annual meetings, special event fundraisers, and media events. In 1989, Marilyn moved over to the hospitality side of meeting planning and worked for Hyatt Hotels until 1995. From 1995 to 2000, Marilyn gained additional experience in the meetings industry, working for the Long Beach Area Convention and Visitors Bureau, where she served as Convention Services and Registration Manager for 5 years. From 2000 to 2005, Marilyn served as Director of Meetings & Convention Services at the Hilton Long Beach Hotel and Conference Center, and then the Hyatt Orange County. An ACOM member since 1996, she received the ACOM Member of the Year Award in 2001, was past Chair of the ACOM Marketing and Communications Committee and Past President of ACOM's Southern California Chapter from 1998-1999.

Ms. Healey can be contacted at 562-491-1234. or Marilyn.Healey@Hyatt.com

Coming up in February 2019...

Social Media: Getting Personal

There Social media platforms have revolutionized the hotel industry. Popular sites such as Facebook, Twitter, Pinterest, Instagram, Snapchat, YouTube and Tumblr now account for 2.3 billion active users, and this phenomenon has forever transformed how businesses interact with consumers. Given that social media allows for two-way communication between businesses and consumers, the emphasis of any marketing strategy must be to positively and personally engage the customer, and there are innumerable ways to accomplish that goal. One popular strategy is to encourage hotel guests to create their own personal content - typically videos and photos -which can be shared via their personal social media networks, reaching a sizeable audience. In addition, geo-locational tags and brand hashtags can be embedded in such posts which allow them to be found via metadata searches, substantially enlarging their scope. Influencer marketing is another prevalent social media strategy. Some hotels are paying popular social media stars and bloggers to endorse their brand on social media platforms. These kinds of endorsements generally elicit a strong response because the influencers are perceived as being trustworthy by their followers, and because an influencer's followers are likely to share similar psychographic and demographic traits. Travel review sites have also become vitally important in reputation management. Travelers consistently use social media to express pleasure or frustration about their guest experiences, so it is essential that every review be attended to personally. Assuming the responsibility to address and correct customer service concerns quickly is a way to mitigate complaints and to build brand loyalty. Plus, whether reviews are favorable or unfavorable, they are a vital source of information to managers about a hotel's operational performance.  The February Hotel Business Review will document what some hotels are doing to effectively incorporate social media strategies into their businesses.