Mr. Lomanno

Mark Lomanno

Executive Board Member

newBrandAnalytics

Mark V. Lomanno is an Executive Board Member at newBrandAnalytics. In that role he not only serves on the company’s Board of Directors but also has taken an active role in the management of the company. In that capacity, Mr. Lomanno will help shape the company’s strategic direction, creating and enhancing new customer satisfaction research solutions and building relationships with hospitality brands, owners and operators.

Mr. Lomanno is the former President and Chief executive officer of Smith Travel Research (STR), the hotel industry’s global authority on current trends in supply, demand, occupancy and room rates. Under Mr. Lomanno’s 15 years of leadership, the company grew from a U.S. firm to the most respected name in global hotel benchmarking. Prior to leaving STR, Mr. Lomanno co-authored “Distribution Channel analysis: a Guide for Hotels”, the definitive study on the lodging industry’s on-line environment.

Mr. Lomanno serves on the advisory board of the Center for Hospitality Research at Cornell University and the University of Delaware’s school of Hotel, Restaurant and Institutional Management, is an active member in the Hotel Development Council of the Urban Land Institute and is a named Conti Professor at Pennsylvania State University. Because of his in-depth understanding and knowledge of current industry issues, Mr. Lomanno is asked to give numerous speeches at industry conferences, industry seminars and company meetings throughout the year. He is also a frequent lecturer at the School of Hotel administration at Cornell University. Mr. Lomanno has published numerous articles in industry publications across the major news outlets.

Mr. Lomanno can be contacted at 202-654-7053 or mark@newbrandanalytics.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.