Editorial Board   Guest Author

Mr. Hall

Mike Hall

General Manager, The Westin South Coast Plaza

An accomplished hotel industry veteran, Mike Hall is The Westin South Coast Plaza's general manager. Since 2002, he has been at the helm of the luxurious 293-room property in Costa Mesa, California, considered to be Orange County's landmark hotel. Mr. Hall has also overseen major renovations at the hotel, where a multi-million dollar upgrade is slated for next year. During Mr. Hall's distinguished career he has held senior management posts with international hotel chains and resort properties, and leadership roles in hospitality industry organizations. Mr. Hall's previous experience with Westin includes serving as general manager of the Westin Horton Plaza Hotel, a 450-room upscale property in San Diego. There he oversaw major renovations of guestrooms, meeting rooms and public spaces. Mr. Hall was previously managing director of the luxurious Westin Diplomat Resort County Club & Spa in Hollywood, Florida, handling the pre- and post-opening of the $750 million oceanfront resort. He has also overseen regional operations for Starwood/HEI Hotels on the West Coast, including the 460-room Westin Long Beach. Mr. Hall's other senior management posts include serving as vice president of Operations, North America for Olympus Hospitality, and as regional vice president of Operations for Renaissance International Hotels & Resorts for the Western U.S., including Hawaii. Additionally, Mr. Hall has been the general manager of the Anaheim and Marina del Rey Doubletree Hotels, the Renaissance Hotel in Long Beach, the Lincoln Hotel in Dallas, the Hilton Hotel in Waco and at several Clarion Hotels chain properties in Colorado, Texas and Phoenix. Mr. Hall chairs the Costa Mesa Conference & Visitor Bureau and previously was chairman of the Long Beach Visitor and Convention Council. Under Mr. Hall's leadership, The Westin South Coast Plaza achieved the coveted “Best in Class” distinction in the annual Meeting Planner Satisfaction Index (MPSI), won a “Sales Leader of the Year” award from Starwood Hotels, and “Most Profitable Hotel” honors from HOST Hotels, and was rated first by the hotel's associates in “Best Place to Work” competition among all Starwood properties.

Mr. Hall can be contacted at 714-540-2500 or mike.hall@westin.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.