Editorial Board   Guest Author

Mr. Laginia

Juan Pablo Laginia

Director of Operations, InterContinental San Francisco

Originally from Caracas, Venezuela, Juan Pablo Laginia holds a degree in Administration of Tourism Enterprises from the Universidad Nueva Esparta. After completing these studies in 2002, Laginia continued a multitude of hospitality course work, including those at the Revenue Academy in Lima, Peru as well as the Concierge Academy in Caracas, Venezuela. Mr. Laginia first joined the InterContinental Hotels Group in September 2000, assisting with Front Desk and Front Office operations and management at the InterContinental Tamanaco in Caracas, Venezuela. In 2006 Mr. Laginia joined the team at the InterContinental Miami and subsequently trained to become the Assistant Director of Front Office in 2008. Upon his move to the InterContinental San Francisco in 2009, Mr. Laginia was appointed as the Director of Front Office Operations, followed by two years as the Director of Rooms Division. In this role, he was responsible for day-to-day operations and overseeing the Front Office, Housekeeping, Security and IT departments. Mr. Laginia was also instrumental in the creation of the hotel's Innovation Committee and has worked on several projects associated with InterContinental San Francisco's LEED certification, all of which contribute to increasing guest satisfaction. His newest role at the InterContinental San Francisco is as Director of Operations, overseeing not only the Rooms Division but also supporting the Food & Beverage and Accounting divisions.

Mr. Laginia can be contacted at 415-616-6500 or juan.pablo@ihg.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.