Mr. Schuurman

Darrell Schuurman

Co-Founder

Canadian Gay & Lesbian Chamber of Commerce

Darrell Schuurman is the co-founder of Travel Gay Canada, working towards improving economic opportunities for members through research, product development, and the promotion of Canada as an LGBT travel destination. Mr. Schuurman is also the co-founder of the Canadian Gay & Lesbian Chamber of Commerce.

Mr. Schuurman has over 20 years experience in tourism, working in the accommodation, transportation, tourism services, and travel trade sectors of the industry.

Mr. Schuurman is currently the Managing Partner at DNA Marketing Group, a specialized marketing company offering a full-range of services for the tourism industry. Prior, Mr. Schuurman spent 6 years with VIA Rail Canada as Manager of Market Development and 5 years with the Canadian Tourism Human Resource Council as Director of Sales & Marketing.

Mr. Schuurman completed his Bachelor of Commerce Degree concentrating in Tourism at the University of Calgary, and completed his Executive MBA from Richard Ivey School of Business, Western University.

Mr. Schuurman can be contacted at 416-761-5151 or darrell@cglcc.ca

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 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. Its 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. Its 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.