Mr. Wolfe

Frank I. Wolfe

CEO

Hospitality Financial & Technology Professionals

Frank I. Wolfe, CAE is CEO of Hospitality Financial and Technology Professionals (HFTP), which produces the largest hospitality technology conference in the world – HITEC (Hospitality Industry Technology Exposition and Conference).

Every other year at HITEC, HFTP reveals an updated version of GUESTROOM 20X, a hands-on exhibit that displays new and futuristic technologies for the hotel guestroom. Mr. Wolfe, along with an Advisory Council comprised of industry experts, search the globe looking for technologies that could improve the guest’s experience at a hotel. The 2010 version took lead with travelers’ increased use of personal electronic devices and the Internet as a central resource for entertainment and information. Some technologies featured include a cell phone application that unlocks the guestroom door with a unique audible signal, integrated environmental room controls via touch screens that include Internet access; a canopy bed with an all-in-one multi-media experience; a bathroom mirror that broadcasts the day’s weather, news and health data; and much more.

Mr. Wolfe joined HFTP in 1991 and has been at the helm since 1994. At that time, he was one of the youngest association CEOs in North America. In 2000, Mr. Wolfe was honored by Lodging Magazine by being included in the “75 Profiles in Leadership” edition, a who’s who of 75 individuals who have made major contributions to the hospitality industry. In 2002, Mr. Wolfe received the HFTP Paragon Award for his significant and lasting contributions to HFTP and the hospitality industry. In 2010 he was recognized as a "Technology Trailblazer" by Hotel Business Magazine. In June 2011, Mr. Wolfe was inducted into the International Hospitality Technology Hall of Fame for his leadership with various hospitality technology projects, as well as assisting in educating the industry, over the past 20 years.

Mr. Wolfe frequently speaks on hospitality finance, technology, social media, travel issues, and meetings industry topics to varied audiences and has presented in more than 20 countries. He has appeared on several television network interviews and programs including CNN, CBS, ABC, NBC, TVAsia, and Bloomberg TV. Mr. Wolfe is also a frequent author and has been published in publications throughout the world.

Mr. Wolfe currently serves on the Board of Directors of the American Hotel & Lodging Association, the Finance Committee of the Texas Society of Association Executives, and the Dean’s Advisory Board at the Conrad Hilton College at the University of Houston. He has been an instructor for the Academy of Assn. Management on topics including education, association law, finance and technology.

Mr. Wolfe can be contacted at 512-249-5333 or frank.wolfe@hftp.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.