Editorial Board   Guest Author

Ms. Silverman

Marjorie Silverman

Honorary President, UICH, Les Clefs d'Or

Marjorie Silverman excelled in the concierge industry for 25 years and now serves as a Consultant, Meeting Planner and Lecturer. She was the Chef Concierge of Hotel InterContinental Chicago, and was the first female and first American to serve as President of Union Internationale des Concierges d'Hotels, Les Clefs d'Or. Les Clefs d'Or is the prestigious international association of concierges, headquartered in Paris, France which groups 40 member countries under its umbrella. The 3500 members transcend global politics and join forces to promote tourism worldwide. Ms. Silverman has been a dedicated concierge professional since she began her career at the Westin Hotel Chicago in 1980. After ten distinguished years at the Westin Hotel Chicago, she joined Hotel InterContinental as Chef Concierge and was employed there for 15 years. Due to her competence and mastery of the Concierge Department, she was sent by Westin to help open the Westin O'Hare as well as the Westin in Washington, DC. Further, when the Plaza Hotel in New York City belonged to the Westin Hotel chain, she was sent to improve the delivery of concierge services. In addition to her job duties, Ms. Silverman was active in several concierge organizations. She was a founding member of the Chicago Hotel Concierge Association as well as an early member of Les Clefs d'Or USA and has seen the organization grow from 28 members to more than 500. She has held every office in Les Clefs d'Or USA and after the completion of her presidency in1990, she served as Advisor to the Board of Directors until August, 2007. Under her leadership as Director of Development of Les Clefs d'Or in the Americas, Mexico and Brazil were accepted as Les Clefs d'Or member sections. Ms. Silverman is skilled at teaching about the profession. She taught at the International Concierge Institute in Montreal and Fort Lauderdale as well as conducting seminars for concierge professionals in Brazil, Mexico, Singapore, China, Jamaica and Anguilla. She recently conducted a seminar in Warsaw, Poland with Holly Stiel, a noted hotel consultant, author and lecturer. Ms. Silverman serves the international Les Clefs d'Or as an Honorary President, member of Le Conseil des Sages, whose function is to advise and safeguard the statutes and ideals of the Association. Les Clefs d'Or USA has honored Ms. Silverman with a Lifetime Achievement Award and has dedicated a scholarship in her name, The Marjorie Silverman Education Fund.

Ms. Silverman can be contacted at 773-248-7462 or marjoriesilverman@mac.com

Coming up in October 2020...

Revenue Management: Maximizing Profit

Hotel Revenue Management continues to evolve at a blistering pace. Driven by technological innovation and new distribution channels, there are some dynamic opportunities for expansion in this fast-growing field. The technology is primarily designed to help revenue managers further refine their operations and pricing models to maximize hotel profit. For example, hotels can't be all things to all people, so a key strategy is to precisely identify their target audience. By employing geo-targeting techniques and analyzing behavior such as previous bookings, on-property purchases and online shopping practices, there is an increased capability to define guest demographics. By segmenting customers in more specific ways, hotels are able to create more personalized experiences which, in turn, allow managers to optimize their room rates. It is also an effective way to fulfill the unique needs and preferences of the individual. Another methodology is to consistently monitor the competition's pricing strategies. There are software tools that analyze a competitor's current rates, and then allow a hotel to make its own pricing adjustments. It is also a useful means to conduct forecasting models. Other technologies that are being integrated into a revenue manager's toolkit include Artificial Intelligence in the form of automated algorithms, and Voice Recognition (VR) for data inquiries, rate changes, and booking behavior. Predictive and analytic software programs are also being leveraged to provide more forward-looking data, instead of the usual reliance on historical performance. These metrics allow managers to be more proactive - rather than reactive - with their revenue strategy. The October issue of the Hotel Business Review will examine these developments and report on how some leading hotels are executing their revenue management strategies.