Editorial Board   Guest Author

Mr. Lomanno

Mark Lomanno

Executive Board Member, newBrandAnalytics

Mark V. Lomanno is an Executive Board Member at newBrandAnalytics. In that role he not only serves on the company's Board of Directors but also has taken an active role in the management of the company. In that capacity, Mr. Lomanno will help shape the company's strategic direction, creating and enhancing new customer satisfaction research solutions and building relationships with hospitality brands, owners and operators. Mr. Lomanno is the former President and Chief executive officer of Smith Travel Research (STR), the hotel industry's global authority on current trends in supply, demand, occupancy and room rates. Under Mr. Lomanno's 15 years of leadership, the company grew from a U.S. firm to the most respected name in global hotel benchmarking. Prior to leaving STR, Mr. Lomanno co-authored “Distribution Channel analysis: a Guide for Hotels”, the definitive study on the lodging industry's on-line environment. Mr. Lomanno serves on the advisory board of the Center for Hospitality Research at Cornell University and the University of Delaware's school of Hotel, Restaurant and Institutional Management, is an active member in the Hotel Development Council of the Urban Land Institute and is a named Conti Professor at Pennsylvania State University. Because of his in-depth understanding and knowledge of current industry issues, Mr. Lomanno is asked to give numerous speeches at industry conferences, industry seminars and company meetings throughout the year. He is also a frequent lecturer at the School of Hotel administration at Cornell University. Mr. Lomanno has published numerous articles in industry publications across the major news outlets.

Mr. Lomanno can be contacted at 202-654-7053 or mark@newbrandanalytics.com

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.