Editorial Board   Guest Author

Ms. Dooley

Shannon Dooley

Operations Manager - Quality Assurance Practice, LRA Worldwide

Serving as an Operations Manager in LRA Worldwide's Quality Assurance practice, Shannon specializes in LRA's foodservice, gaming, and boutique clients. Over the past six years, Ms. Dooley spearheaded the development and implementation of customized, experience-driven evaluations for a variety of clients, including Hard Rock Hotels & Resorts, FLIK International, The Kessler Collection, and the San Diego Zoo. In addition, she played integral roles on the project teams for Marriott International, Delaware North Companies, The Cosmopolitan of Las Vegas, and Station Casinos. Ms. Dooley joined LRA in 2005 as a Consultant handling clients in both Quality Assurance and Consulting Services. In her role, she processed and analyzed customer loyalty research for clients in a variety of sectors, including hospitality, aviation, entertainment, and sports. Ms. Dooley redesigned and coordinated in-field training for the handling of survey data for the hotels of Denali National Park, a member of ARAMARK Harrison Lodging. As a Senior Consultant, she was responsible for the day to day operations of custom service accounts, most notably with Hilton Hotels, as well as several other gaming and hotel management clients. Prior to joining LRA, Ms. Dooley spent several years with the Walt Disney Company as a Guest Services Manager for Disney's Yacht & Beach Club Resort and Disney's Beach Club Villas. There, she cultivated her knowledge of 4-Diamond hotel management as well as convention, vacation ownership, and cruise line market segments. During her tenure, Ms. Dooley was selected to independently develop and implement a pilot lobby concierge program to enhance the overall guest experience. In addition, she was appointed as a resort liaison for the launch of Disney's “Magical Gatherings” program, developing a SIEBEL-based training manual to aide in resort-wide staff training. Under her leadership, both the lobby concierge program and training manuals became permanent fixtures at all 21 Walt Disney World Resorts. Ms. Dooley is a graduate of Duke University and is currently pursuing her MBA at Villanova University.

Ms. Dooley can be contacted at 215-449-0349 or Shannon.Dooley@lraworldwide.com

Coming up in November 2019...

Architecture & Design: Biophilic Design

The hospitality industry is constantly evolving to meet and exceed guest expectations. As a result, hotels are always on the lookout for new ways to improve the guest experience, and architecture and design is an essential part of this equation. Bold design is often the most effective way to make an exceptional first impression - an impression guests use to distinguish between brands. One design trend that is being embraced worldwide has become known as “Biophilic Design.” Biophilic design is based on the concept of biophilia, which is the theory that human beings have an innate tendency to seek out nature, natural elements, and natural forms. Biophilic design is more than hotels simply adding a surplus of plants; it involves incorporating specific design elements into a hotel in order to imbue it with a sense of wellness and well-being. Some of those elements include exposure to natural lighting; views of nature and rooms with a view; natural architectural patterns; salvaged or reclaimed woods of all types; reclaimed metals; sustainably sourced stone; living green walls and vertical gardens; and direct and indirect exposure to nature. Hotels that have incorporated biophilic design into their properties are reaping the benefits associated with this trend including reduced stress responses, better air quality, lower energy costs, and more positive guest reviews. Biophilic design has also been shown to improve guest moods and to satisfy consumer demand for environmental responsibility. Savvy hotel owners and managers are aware that nature-inspired elements enhance their guests' comfort and well-being, which is why this trend is becoming so prevalent. Biophilic design is just one topic in the fields of hotel architecture and design that will be examined in the November issue of the Hotel Business Review.