Editorial Board   Guest Author

Mr. Connolly

Patrick Connolly

Chief Customer Officer, Orange Lake Resorts

Patrick Connolly provides strategic vision and leadership for Orange Lake Resorts' operations, guest services and the company's Holiday Inn Club product, managing its development, growth and delivery to more than 125,000 Club members throughout the world.

In his role, Mr. Connolly also manages inventory and operations for the growing resort portfolio, as well as customer service and product engagement for more than 340,000 owners and Club members.

Mr. Connolly's strategic leadership and initiatives were instrumental in the growth of the company from a single-site timeshare property in 2006 to 28 resort properties located in 14 states today.

In 2009, he also helped to conceptualize and launch the company's first luxury villa product, the Signature Collection, which is has expanded from its launch at Orange Lake Resort in Orlando, FL to ten resorts across the country. His teams have been honored with numerous industry and national hospitality awards for guest service and operations.

Mr. Connolly's career encompasses 30 years in customer service and manufacturing roles, including extensive experience in the mortgage and timeshare industries. For nearly a decade prior to joining Orange Lake Resorts in 2006, he was engaged in the member servicing divisions as Senior Vice President of Membership for RCI® North America, the largest timeshare exchange company in the world, and oversaw many of their relationships with numerous member clubs throughout the industry. He also held previous management positions with PHH Mortgage and General Electric.

Mr. Connolly holds a B.S. from Notre Dame University and an Executive M.B.A from the University of South Florida.

Please visit http://corporate.orangelake.com for more information.

Mr. Connolly can be contacted at +1 407-395-6876 or pconnolly@holidayinnclub.com

Coming up in June 2020...

Sales & Marketing: Technology Rules

It is impossible for any hotel to develop an effective sales and marketing plan that doesn't include a wide-ranging digital strategy. Online platforms have impacted virtually every aspect of their business, due to major changes in how Internet users research, plan, and book their hotel visits. As a result, a successful plan includes generating traffic through the use of a hotel website, social media, email and a myriad of other digital marketing technologies. One such strategy uses data collection and automation technology to create personalized content to individual customers. The goal of personalization marketing is to engage potential customers by communicating with them as individuals - to establish a more personal relationship - as a way of encouraging them to visit a property. Video marketing is also extremely important. Showing someone authentic video from a specific location is immersive and engaging, and video is still the preferred way for customers to interact with a hotel brand. Voice and Visual Search are increasingly in demand, as consumers are moving away from typing queries into a search engine. Instead, they can simply speak their request into their phone, and find and book a hotel without ever typing a word. Similarly, other platforms allow consumers to search visually for almost any image, and find out pricing information, shopping comparisons and how-to-buy - all from the app. The adoption of Artificial Intelligence is also becoming popular. The ability of chatbots to answer simple questions or fulfill requests 24/7 is undeniably appealing. In addition, A.I. seems best positioned to qualify leads that can be later nurtured and closed by a human sales expert - all at a fraction of the cost of a traditional support team. The June Hotel Business Review will examine how some sales and marketing professionals are integrating these innovative technologies into their operations.