Ms. Woodley

Michelle Woodley

Senior Vice President of Distribution & Revenue Management

Preferred Hotel Group

Michelle Woodley holds dual positions as Senior Vice President of Distribution & Revenue Management and Senior Vice President of Public Relations for Preferred Hotel Group. She oversees the strategy and management of distribution and reservation systems and provides functional oversight of Revenue Account Management, in addition to directing the company’s brand websites and e-commerce strategies. Her Public Relations responsibilities include guiding the company’s media strategy to greater awareness of the Preferred Hotel Group family of brands in major global markets.

Prior to her current roles, Michelle served as Senior Vice President of Global Marketing Strategy, with responsibility for the execution of branding, global marketing programs, and online distribution for the group and its brands.

Before joining Preferred Hotel Group, Ms. Woodley was Vice President of Distribution for Swissôtel and Raffles Hotels & Resorts from 1997 to 2002, where she oversaw the strategic direction and operations of the company’s electronic distribution and database solutions. She held various senior positions in operations, marketing, and distribution with Swissôtel from 1990 to 1997.

Ms. Woodley has been an active board member in industry organizations. She served two terms as president and two terms as vice president of the Hotel Electronic Distribution Network Association (HEDNA), and she was a founding member of the Open Travel Alliance (OTA) and served two terms on OTA’s board of directors as treasurer.

Ms. Woodley is a graduate of the Cornell University School of Hotel Administration.

Ms. Woodley can be contacted at 312-238-9880 or mwoodley@preferredhotelgroup.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.