Mr. Jerome

David Michael Jerome

SVP Corporate Responsibility

InterContinental Hotels Group

David Michael Jerome is the Senior Vice President for Corporate Responsibility at InterContinental Hotels Group based in the United Kingdom.

IHG leads the industry in environmental innovation with its guide to sustainable hotel building, construction and operations. IHG is also leading in community investment and local economic development, with over 4200 hotels globally.

Before joining IHG in 2006, Mr. Jerome led Corporate Affairs for AB InBev, the worlds largest brewer. Prior to AB InBev, Mr. Jerome worked for General Motors in a variety of staff and operational roles. He was head of GM Korea before assuming responsibility for GMs global reputation and corporate responsibility activities.

Mr. Jerome practiced law in Washington, D.C. before joining GM.

Mr. Jerome can be contacted at 00 44 (0) 1895-512324 or david.jerome@ihg.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. 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.