Editorial Board   

Mr. Pedersen

Glenn Pedersen

President, Encore Enterprises

Glenn Pedersen began his career as President of Pineapple Management Services in 1994. His responsibilities were to oversee hotel development, construction, design and management, including contract negotiations, guest and employee satisfaction, capital expenditure planning, budgeting and the day-to-day operations of all hotels. Mr. Pedersen has been involved in the hotel industry for over 34 years, starting out his career as a Front Office Manager of the Royal Sonesta Hotel in New Orleans, Louisiana in 1976. Mr. Pedersen began working for Marriott International in 1980 where he was assigned to the New Orleans Marriott full service hotel. After 4 years in the full service hotel Division he opened his first Marriott hotel in Columbus, Georgia, which produced $2.5 million dollars in annual sales in the first year. Mr. Pedersen was later promoted to the Marriott Corporation/Courtyard Division Regional Director of rooms in 1987, where, during the course of 14 months, oversaw the opening of 25 hotels. In November of 1987, Mr. Pedersen was promoted again to Regional Manager of the Courtyard/Fairfield Inn division in Georgia and Alabama, where he supervised the complete strategic and operational responsibility of 29 Courtyard and Fairfield Inns, representing over $75 million dollars in sales. At that time, Mr. Pedersen achieved the highest market share and yield goals in the Southeastern United States, and was one out of only four managers to qualify for Courtyard Division Achievement Forum recognition program in seven-out-of-seven years. Mr. Pedersen is certified in the SRI-Applicant Selector process.

Mr. Pedersen can be contacted at 214-259-7018 or gpedersen@encore.bz

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.