Mr. Tufano

Phil Tufano

Partner & Chief Operating Officer

Kokua Hospitality

Phil Tufano had dedicated more than 30 years to mastering the art of adaptability in the hospitality industry. Overseeing a company with a portfolio of eight U.S. hotels of both independent and global hospitality brands, he leads Kokua Hospitality with the keyword of “open mindedness” front of mind. It’s a philosophy that he has fine-tuned throughout his career in managing and repositioning hotels, which he instills in his operations teams at the Chicago-based company with offices in Los Angeles, San Francisco, St. Louis, and Jacksonville, FL.

“Leadership is what distinguishes mediocre organizations from exceptional ones,” Mr. Tufano says. “People will mostly remember how you made them feel over what you said. Associates perform for managers they like, and for organizations they respect and believe in.”

During his time at Kokua, Mr. Tufano has nearly quadrupled the team from an office of three people when he first came on board in 2007, while establishing Kokua as an industry-respected, third-party manager overseeing properties for Chartres Lodging Group, one of the largest hotel ownership groups in the United States. He notably oversaw the conversion of the 25-year-old Ocean Resort Hotel in Hawaii into the Hyatt Place Waikiki in 2011. In the three years that followed the reflagging, Kokua nearly tripled the net operating income to make the property one of the most successful Hyatt Place Hotels in the brand.

Prior to joining Kokua, Mr. Tufano served in a senior management capacity at luxury resorts, as well as urban, convention, and all-suite properties during the 21 years he worked under the Global Hyatt Corporation umbrella. He made a significant impact on sales at properties across the United States and the Caribbean, as well as on the people around him by always bringing an enthusiasm and motivation that he fluently expresses.

“In general, people want to do the right things, perform well, and be recognized so they can advance in their careers,” he says. “As a manager, you need to understand what skills your team needs to develop, openly communicate this, and give them the tools and guidance that they need to grow. From my experience, attitude equals altitude.”

Mr. Tufano can be contacted at 312-219-8050 or phil.tufano@kokuahospitality.com

Coming Up In The June Online Hotel Business Review




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Feature Focus
Sales & Marketing: Who Owns the Guest?
Hotels and OTAs are, by necessity, joined at the hip and locked in a symbiotic relationship that is uneasy at best. Hotels require the marketing presence that OTAs offer and of course, OTAs guest’s email when it sends guest information to a hotel, effectively allowing OTAs to maintain “ownership” of the guest. Without ready access to guest need hotel product to offer their online customers. But recently, several OTAs have decided to no longer share a data, hotels are severely constrained from marketing directly to a guest which allows them to capture repeat business – the lowest cost and highest value travelers. Hotels also require this data to effectively market to previous guests, so ownership of this data will be a significant factor as hotels and OTAs move forward. Another issue is the increasing shift to mobile travel bookings. Mobile will account for more than half of all online travel bookings next year, and 78.6% of them will use their smartphone to make those reservations. As a result, hotels must have a robust mobile marketing plan in place, which means responsive design, one-click booking, and location technology. Another important mobile marketing element is a “Click-to-Call” feature. According to a recent Google survey, 68% of hotel guests report that it is extremely/very important to be able to call a hotel during the purchase phase, and 58% are very likely to call a hotel if the capability is available in a smartphone search. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.