Mr. McDowell

Robert McDowell

Senior Vice President, Global Distribution

Choice Hotels International

Robert McDowell is senior vice president of global distribution for worldwide lodging franchisor Choice Hotels International, Inc. (NYSE: CHH). In this role, he is responsible for the development and execution of Choiceís growing global, multi-channel marketing and distribution strategy. Additionally, Mr. McDowell oversees all direct distribution channels, revenue management, global sales and marketing channels, eCommerce, and all channel partner relationships.

Prior to joining choice, Mr. McDowell spent 15 years with United Airlines. During this time, Mr. McDowell was the managing director of distribution and E-commerce. As the acting director, Mr. McDowell formulated effective E-commerce and distribution strategy. In addition, he often delved into the rigors of negotiating credit card fees and GDS budgets on behalf of the airline. Mr. McDowell also served as chief operating officer for C&H International, a $600 million international travel agency, overseeing the companyís daily operations.

Mr. McDowell earned his masterís degree in business administration from the University of Notre Dame and his bachelorís degree from the New York Institute of Technology.

Mr. McDowell can be contacted at 301-592-5186 or robert_mcdowell@choicehotels.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 Ė 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. Itís 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. Itís 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.