Mr. Rose

Norm Rose

President

Travel Tech Consulting, Inc.

For nearly two decades, Norm Rose has been an analyst and consultant focused on emerging technologies and how they impact business practices in the travel industry. He has an extensive background in online, corporate, hospitality and leisure travel-related technology.

Mr. Rose is renowned for his travel technology expertise, particularly his analysis of the impact of emerging trends such mobile and social media. Mr. Rose leads Travel Tech Consulting, Inc., a firm that specializes in developing e-commerce and procurement strategies for all types of travel related technology. This includes deep knowledge of technologies used for reservations, distribution, and marketing.

Mr. Rose has been is also an analyst with PhoCusWright and is the author of numerous publications and articles including PhoCusWright’s Mobile: The Next Platform for Travel and PhoCusWright and Travel Tech Consulting’s: Corporate Travel Technology Today and Tomorrow. From 1982-1988, he held sales and marketing management positions at United Airlines and from 1989 to 1995, Mr. Rose was corporate travel manager for Sun Microsystems. At Sun, he worked with a number of third-party developers creating software for the business travel market. This included early prototypes of self-booking tools and expense management systems. Mr. Rose holds a BS in Marketing from the University of Maryland.

Mr. Rose can be contacted at 650-345-8510 or norm@traveltechnology.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 – 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. It’s 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. It’s 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.