Editorial Board   Guest Author

Ms. Mitchell

Hayley Mitchell

Social Media & Community Manager, Fairmont Raffles Hotels International

As Social Media and Community Manager for Fairmont Raffles Hotels International, Hayley Mitchell is responsible for the day to day management of online reputation on social networks including online review sites, Facebook, Twitter, Location-based marketing and Fairmont's own community website, Everyonesanoriginal.com. Beyond monitoring, engaging and reporting, she is tasked with the long term social strategy for Fairmont, Raffles and Swissotel brands, which includes social campaign management, understanding social media in new markets and determining where and when these brands should be involved. Before returning to her hometown of Toronto to join FRHI in 2010, Ms. Mitchell worked in Arizona in the travel and luxury publishing industry for 7 years. As Director of Custom Publishing for a boutique magazine firm, Ms. Mitchell was charged with contracting, concepting and creating luxury in-room magazines for hotel brands including JW Marriott, Waldorf-Astoria, KLS Resorts, Sheraton and Hilton. Her skills in content creation, engagement, and communication, paired with her knowledge of luxury and travel transferred nicely from print to web, and from working with hotels to working for them. Ms. Mitchell holds an honors BA in both English Literature and Political Science from the University of Western Ontario in London, Canada.

Ms. Mitchell can be contacted at 416-874-2457 or hayley.mitchell@fairmont.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.