Editorial Board   Guest Author

Ms. Gerhard

Janet Gerhard

Founder, Hospitality Gal, LLC

Janet Gerhard has extensive experience transforming the way organizations understand and manage the customer experience. By analyzing and strategically changing how organizations interact with their customers, she helps clients redefine their growth strategy and customer experience ecosystem thereby driving top-line growth and bottom line results. In 2013, Ms. Gerhard was honored as one of HSMAI's Top 25 Most Extraordinary Minds in Sales & Marketing. She established Hospitality Gal, LLC in 2012, and her areas of focus include: ▪ Engaging the organization in managing customer relationships, revenue, and profit. ▪ Bringing together departments that are often siloed to understand the customer perspective. ▪ Creating a persistent and unified focus on the customer in the actions the company takes. ▪ Helping the organization work together to optimize customer experience delivery. ▪ Supporting leaders in their role as cultural frontrunners in the transformation journey. Ms. Gerhard most recently completed a consulting project with a premier lodging brand as it redefined its approach to customer experience feedback, including the implementation of a mobile-enabled guest survey, enterprise-wide social media monitoring, and real-time reporting of related quality measures. In addition to the hospitality sector, Ms. Gerhard consults globally with automotive, business services, healthcare, logistics, manufacturing, pharmaceutical, retail, technology and telecommunication companies. When not focused on intentional experience design and driving customer loyalty, Ms. Gerhard puts her passion for sales to use in an active partnership with CEB, the world's leading member-based advisory company, working with its diverse client base on commercial transformations. Prior to the launch of Hospitality Gal, Ms. Gerhard led the Hospitality sector of newBrandAnalytics, a social media intelligence company named the Venture Summit Mid-Atlantic 100 Company of the Year in 2011 and Northern Virginia Council's Hottest VC Backed Company in 2012. She spent the previous nine years with Maritz Research where she used customer lifecycle analytics to help clients capture more customer loyalty. Ms. Gerhard began her customer experience journey with The Ritz-Carlton Hotel Company. She is extremely well-traveled having visited and worked in more than 30 countries. Ms. Gerhard has a Bachelor of Science degree in Hotel Administration from Cornell University. [http://www.linkedin.com/pub/janet-gerhard/8/511/150][1] [1]: http://www.linkedin.com/pub/janet-gerhard/8/511/150

Ms. Gerhard can be contacted at 215-518-2425 or janet@hospitality-gal.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.