Editorial Board   Guest Author

Ms. Bulger

Diana K. Bulger

Area Director of Public Relations, Fairmont Hotels

Diana K. Bulger joined Fairmont in 2003. She has created events and formed alliances for the hotel with numerous organizations such as The Make-Wish Foundation, The World Wildlife Fund, The Washington Animal Rescue League, The Smithsonian Institution, and Guiding Eyes for the Blind and several others. She serves as the Eco-Chair of the Fairmont's environmental committee. Prior to joining the Fairmont, she was vice president of Hisaoka Public Relations where she handled to opening public relations efforts for five Kimpton Hotels. Previously, she was the president of Kaiser Communications, a hospitality public relations company. From 1990 to 1998, she was the regional director of public relations for Loews Hotels in Washington, DC and Annapolis, Maryland. She was the director of public relations for the Hotel Washington from 1987 -1990 Ms. Bulger began her career at the Vista International Hotel as the assistant public relations manager in 1985. A huge animal lover, Bulger founded the Bark Ball in 1988 for The Washington Humane Society, the first black-tie ball to allow dogs in the nation's capital. Ms. Bulger is also a second term mayoral appointee to the District of Columbia Retirement Board and a member in good standing of Destination DC. She has penned columns for the Greater Washington Association Executives Magazine Executive Update and Potomac Life Magazine. She attended Oldfields School in Glencoe, Maryland and Franklin College in Lugano, Switzerland. She resides in Washington, DC with her Husband, transportation lobbyist, Thomas J. Bulger and their three dogs.

Ms. Bulger can be contacted at 800-441-1414 or diana.bulger@fairmont.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.