Ms. Gerhard

Janet Gerhard

Founder

Hospitality Gal, LLC

Janet Gerhard has extensive experience transforming the way organizations understand and manage the customer experience. By analyzing and strategically changing how organizations interact with their customers, she helps clients redefine their growth strategy and customer experience ecosystem thereby driving top-line growth and bottom line results.

In 2013, Ms. Gerhard was honored as one of HSMAI’s Top 25 Most Extraordinary Minds in Sales & Marketing. She established Hospitality Gal, LLC in 2012, and her areas of focus include:

▪ Engaging the organization in managing customer relationships, revenue, and profit. ▪ Bringing together departments that are often siloed to understand the customer perspective. ▪ Creating a persistent and unified focus on the customer in the actions the company takes. ▪ Helping the organization work together to optimize customer experience delivery. ▪ Supporting leaders in their role as cultural frontrunners in the transformation journey.

Ms. Gerhard most recently completed a consulting project with a premier lodging brand as it redefined its approach to customer experience feedback, including the implementation of a mobile-enabled guest survey, enterprise-wide social media monitoring, and real-time reporting of related quality measures.

In addition to the hospitality sector, Ms. Gerhard consults globally with automotive, business services, healthcare, logistics, manufacturing, pharmaceutical, retail, technology and telecommunication companies.

When not focused on intentional experience design and driving customer loyalty, Ms. Gerhard puts her passion for sales to use in an active partnership with CEB, the world’s leading member-based advisory company, working with its diverse client base on commercial transformations.

Prior to the launch of Hospitality Gal, Ms. Gerhard led the Hospitality sector of newBrandAnalytics, a social media intelligence company named the Venture Summit Mid-Atlantic 100 Company of the Year in 2011 and Northern Virginia Council's Hottest VC Backed Company in 2012. She spent the previous nine years with Maritz Research where she used customer lifecycle analytics to help clients capture more customer loyalty. Ms. Gerhard began her customer experience journey with The Ritz-Carlton Hotel Company. She is extremely well-traveled having visited and worked in more than 30 countries.

Ms. Gerhard has a Bachelor of Science degree in Hotel Administration from Cornell University.

http://www.linkedin.com/pub/janet-gerhard/8/511/150

Ms. Gerhard can be contacted at 215-518-2425 or janet@hospitality-gal.com

Coming Up In The June Online Hotel Business Review




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Feature Focus
Sales & Marketing: Who Owns the Guest?
Hotels and OTAs are, by necessity, joined at the hip and locked in a symbiotic relationship that is uneasy at best. Hotels require the marketing presence that OTAs offer and of course, OTAs guest’s email when it sends guest information to a hotel, effectively allowing OTAs to maintain “ownership” of the guest. Without ready access to guest need hotel product to offer their online customers. But recently, several OTAs have decided to no longer share a data, hotels are severely constrained from marketing directly to a guest which allows them to capture repeat business – the lowest cost and highest value travelers. Hotels also require this data to effectively market to previous guests, so ownership of this data will be a significant factor as hotels and OTAs move forward. Another issue is the increasing shift to mobile travel bookings. Mobile will account for more than half of all online travel bookings next year, and 78.6% of them will use their smartphone to make those reservations. As a result, hotels must have a robust mobile marketing plan in place, which means responsive design, one-click booking, and location technology. Another important mobile marketing element is a “Click-to-Call” feature. According to a recent Google survey, 68% of hotel guests report that it is extremely/very important to be able to call a hotel during the purchase phase, and 58% are very likely to call a hotel if the capability is available in a smartphone search. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.