Editorial Board   Guest Author

Mr. McPhee

Ian McPhee

Hotel Manager, Ritz Carlton Kapalua

Long-time Ritz-Carlton veteran, Ian McPhee, was named Hotel Manager of The Ritz-Carlton, Kapalua earlier this year. Bringing more than 29 years of extensive industry savvy to the role, Mr. McPhee leads the acclaimed resort's Food & Beverage division -- including its six restaurants - in addition to Culinary, Meetings & Special Events, Spa, Retail and Rooms now under his guidance. In the span of his 14 years with the renowned brand, Mr. McPhee's commitment has resulted in various leadership positions across the globe -- beginning with Banquets in Boston, then at the helm of operations and food and beverage divisions in Washington D.C., Georgetown, San Francisco, Osaka, Japan and ultimately settling in Maui -- where he has called home for the past year and one half. The breadth of property mixes also allowed Mr. McPhee to intimately oversee budgets, labor management and hotel standards. Hailing from Nassau, Bahamas, Mr. McPhee earned a Bachelor's Degree in Food Service Education from Rhode Island's Johnson & Wales University and is invited annually to participate in the institution's Career Forum, where he proudly represents The Ritz-Carlton Hotel Company. His strong focus, impeccable leadership skills and extraordinary energy are certain to enhance to guest satisfaction and contribute to the overall success of the hotel.

Mr. McPhee can be contacted at 808-669-6200 or ian.mcphee@ritzcarlton.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.