Editorial Board   Guest Author

Mr. Albarran

Marco Albarran

Managing Director, Remarkable Hospitality, Inc.

Marco Albarran is the founder and president of Remarkable Hospitality, Inc., an international consulting, training and educational firm that specializes in assisting hospitality companies to perform successfully by developing and continuously improving service standards. He also serves as a hospitality instructor and subject matter expert for various universities. Mr. Albarran has over 15 years of experience in the hospitality industry with a focus on service, quality assurance, and education/training. Mr. Albarran's passion for delivering value and quality to his clients and students is a very important aspect of what he believes in, which is simply that, providing elite customer service in a timely manner is the way to create a true loyal base, which in turn, will convert into long lasting relationships and improve bottom lines. Before launching Remarkable Hospitality, Inc., Mr. Albarran was with HVS International, working on national and international consulting projects, including market and feasibility studies for proposed and existing lodging facilities. Prior to this, he was the Academic Program Director for Hospitality Management for Florida Metropolitan University, a subsidiary of Corinthian Colleges, Inc. Mr. Albarran has also worked with various hotel management companies and quality assurance companies, focusing on service analysis, management and consulting. Mr. Albarran was born in Mexico City and moved to Puerto Rico at a young age. He started working in the family real estate business at age 14 (including a restaurant under the portfolio), assisting with various entry-level operational roles. That experience, coupled with having had the opportunity to travel extensively throughout the world, developed an interest in the hospitality and tourism industry, specifically in the service area of the business. This led him to study Hospitality Management at Lynn University in Boca Raton, FL, where Marco earned an MBA with an emphasis in Hospitality Management. He is also fluent in Spanish and Portuguese.

Mr. Albarran can be contacted at 561-542-6326 or malbarran@remarkablehospitality.com

Coming up in June 2018...

Sales & Marketing: Opinions Matter

Hotel Sales and Marketing Directors manage a complex mix of strategies to attract and convert customers into guests. Part of their expertise includes an awareness of customer behavior during the reservation process, so they can make sure their hotel is favorably positioned. One such trend is the growing popularity of travel review sites. According to one recent survey, 61% of prospective customers consult online reviews in order to validate information about the hotel before making a purchasing decision. Another survey found that the average hotel customer reads between 6-12 reviews across 4-10 properties before making a final decision on where to stay. Similarly, other studies have shown that consumer reviews are a more trusted source of information for prospective customers than other kinds of marketing messaging. In fact, reviews are often considered to be as influential as price regarding whether a customer decides to complete a purchase or not. Plus, travel sites with the most reviews - including recent reviews from satisfied customers and thoughtful responses from staff - were also found to be the most appealing. So having positive reviews on a travel website is essential and can help to increase a hotel's conversion rates dramatically. Of course, there are all kinds of additional marketing strategies for sales and marketing directors to consider - the importance of video and the emergence of live streaming; the implementation of voice search; the proliferation of travel bots; and the development of Instagram as an e-commerce platform. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.