Editorial Board   Guest Author

Mr. Carrier

Lou Carrier

President, Distinctive Hospitality Group

Lou Carrier is President of Distinctive Hospitality Management (DHM), a Massachusetts based hotel and restaurant management and consulting company as well as President of Distinctive Hospitality Group (DHG), a hospitality ownership alliance. Prior to forming DHG, Mr. Carrier was Chief Operating Officer of theWit hotel brand in Chicago, IL. In this role Lou was responsible for all branding initiatives, sales and marketing strategies and organizational structure. The hotel has been widely considered one of the most successful new hotel concepts in the US since it launched in 2009 and was the fastest hotel in North America to achieve AAA Four Diamond status. Prior to the opening of theWit hotel Mr. Carrier created the BOKX 109 American Prime restaurant concept in Newton, MA in 2008. The restaurant has won numerous awards and accolades during its first years and remains one of the highest grossing restaurants residing in an Intercontinental Hotel Group property in the Americas. Prior to returning to Massachusetts in in early 2008 Mr. Carrier spent nearly eight years in senior developmental and organizational leadership roles in the creation of the upscale Hard Rock Hotel brand. As opening General Manager of the Hard Rock Hotel @ Universal Orlando, FL Mr. Carrier delivered AAA Four Diamond status to the 650-room resort within its first six months, and for four years it was the top performing hotel in the brand. From there he was chosen as Managing Director in charge of developing the Hard Rock Hotel in San Diego, CA before being selected to coordinate the extensive expansion and upgrade to the Hard Rock Hotel and Casino in Las Vegas, NV in 2005 as Executive Vice President. Mr. Carrier spent a total of 8 years with Loews Hotels in Washington, DC and Florida in the roles of General Manager, Regional Director of Food and Beverage and Corporate Task Force leader. Prior to joining Loews Lou spent 9 years with Stouffer Hotels and Renaissance Hotels at their flagship property, the AAA Five Diamond Mayflower Hotel in Washington, DC where he held 8 progressive management positions. Mr. Carrier's desire for DHG is to build a portfolio of 15-20 unique hotels in the New England area over the next five years.

Mr. Carrier can be contacted at 508-651-8300 or lcarrier@distinctivehospitalitygroup.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.