Mr. McGowan

Shawn McGowan

Senior Director Food & Beverage Brand Initiatives & Programs

Hilton Worldwide

Shawn McGowan is the Senior Director of Food and Beverage Brand Initiatives & Programs at Hilton Worldwide. In this role, McGowan is responsible for managing the development and implementation of all Hilton Worldwide Full Service (Hilton, Curio, Doubletree by Hilton and Embassy Suites) food and beverage long-term and strategic brand initiatives. Working in conjunction with Hilton Worldwide F&B Ops, Hilton Supply Management, Brand Marketing teams and numerous franchise management companies, McGowan identifies and participates in developing food and beverage specifications and marketing program support. He also develops and administers key standards and training programs for Hilton Team Members around the world.
McGowan is a native of Tucson, Arizona, and attended the University of Arizona.
Having worked for Hilton Worldwide for more than 20 years he has held various positions in Brand Management and Food and Beverage operations, including serving in roles at the Pointe Hilton Resorts and Hilton Tucson El Conquistador.

Please visit www.hilton.com for more information.

Mr. McGowan can be contacted at 703-883-5353 or shawn.mcgowan@hilton.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.