Editorial Board   Guest Author

Ms. Gaulin

Sorya Gaulin

Director, Corporate Public Relations, Four Seasons Hotels & Resorts

You already know Sorya Gaulin. You have read about her in news stories. She is “The Woman Who Declined to Comment.” Ms.Gaulin became the Director of Corporate PR at Four Seasons in July of 2007. In 2010, she added Social Media to her roster, underscoring her expertise as a highly innovative and integrated marketer. In her role, she oversees all PR and Social Media agencies on a global basis. Having been a journalist once herself, Ms.Gaulin comes to Four Seasons with a keen understanding of what makes a compelling story. As a seasoned traveler, she takes a global outlook and emphasizes the importance of understanding cultural differences and how they impact marketing. Through this lens, she works with her team to develop clever and creative campaigns that truly connect with people, as that's what Four Seasons is known for. With more than 15 years of experience in brand marketing, Ms.Gaulin has lots to say on the topic of brand power and feels blessed that has only worked for brands that she truly loves. In her former role as Director of Marketing and then Vice President of Public Relations and Corporate Giving with Indigo Books & Music Inc, Ms.Gaulin oversaw all aspects of the retailer's external communication as well as author and celebrity events including Bill Clinton, Sting and Jamie Oliver, and three memorable Harry Potter launches. Prior to this, she led Marketing, Public Relations and Social Campaigning for The Body Shop Canada, which took her on a road trip across Canada speaking about violence against women and body image issues. Not surprisingly, Ms.Gaulin takes great pleasure in a good e-book, loves food and has tried many weird delicacies through her travels, and enjoys photography and fishing. As a native of Quebec, she is fluent in French and English; she will also speak Italian when forced to in Italy; and can manage to order a meal in Czech (as long as it's beer and fried cheese). When asked to speak about this, Ms.Gaulin politely declined to comment.

Ms. Gaulin can be contacted at 416-441-4440 or sorya.gaulin@fourseasons.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.