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 January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.