2) What are your plans to get more
reservations for franchisees through the Internet?
Over the past several years there’s been a natural
progression of bookings moving away from phone reservations
to online reservations. As a result, we’re increasing
the amount of money we spend on online marketing
to continue to drive traffic and reservations to
our branded Web sites. Additionally, we’re being
aggressive in our rates, offering customers our
“Best Rate Guarantee” -- our commitment to guests
that if they find a lower publicly advertised price
than what’s available on our Web sites, we’ll give
them their first night free.
3) What do you feel
about the contribution of Asian Indian Hotel owners
towards the growth of American Hospitality industry
and Wyndham Worldwide?
Asian Indian hotel owners have had a significant influence
on the growth of the economy and midscale hotel segments
over the past twenty years. Their collective dedication
and passion for the industry has played an important
role in the shaping of the industry.
4) How can Asian Indian Hotel owners take greater
part in respective brands or Wyndham Worldwide's management
& policy formulation?
Wyndham Hotel Group is committed to making decisions
and formulating policies that are in the best interest
of both the company and its franchisees. When it comes
to Asian Indian hotel owners, we work closely with a
variety of organizations, including the Asian American
Hotel Owners Association, to help maintain our strong
standing in the lodging industry and strengthen our
relationships with members of the community. Additionally,
we regularly meet with each brand’s advisory board,
which consists of owners of all backgrounds.
For those looking to play a greater role in their brand’s
policies, I would encourage them to voice their opinions
to their advisory boards and brand leadership.
5) What can prospective or new Asian Indian
Hoteliers expect from Wyndham Worldwide if they were
to opt for any of your brands?
Being a part of Wyndham Hotel Group means that owners
are able to take advantage of a strong business-generating
infrastructure as well as a multitude of services including
marketing, quality assurance, global sales, reservation
systems’ support and our Wyndham Rewards loyalty program
– the largest in the industry based on number of participating
Even though we’re the world’s largest franchisor of
hotels, we maintain strong, close relationships with
our franchisees. Our brand executives make a point of
regularly meeting with franchisees, and locally, our
owners receive personalized assistance from their directors
of business development, who help them recognize and
work toward their business goals. In addition, our franchisee
advisory boards ensure that owners have an opportunity
to voice their opinions to the leaders of the company.
6) What do you feel about mobile Internet? Will
travelers start booking hotels through mobile by 2015?
Do you have strategy in place to tap the power of mobile
Mobile Internet represents a huge opportunity for our
company and is something we continue to explore. Recently,
we tested Mobile Internet marketing with a few of our
brands and it proved to be very successful.
7) Do you track the traveler's reviews on websites
like www.tripadvisor.com and take appropriate measures
to improve the guest experience?
What the consumer thinks is vitally important to the
success of our hotels and our company. As such, we use
several methods to ensure that we’re tapping into our
guests’ experiences and opinions. With on-line travel
rating sites like TripAdvisor, we have an established
process in place by which our Customer Care department
monitors, and when necessary, responds to and resolves
the complaints of our guests.
In addition, we also make use of a service known as
Medallia. After guests stay at one of our properties,
they have the possibility of being randomly selected
to participate in a 10 minutes survey, allowing them
the opportunity to comment specifically on all aspects
of their stay at a specific property. We then have the
opportunity to review their comments and correct any
issues that may exist.
Lastly, we work closely with companies like J.D. Power
and Associates to monitor the satisfaction of our guests
and identify areas in which we are succeeding as well
as areas where we have opportunities to improvement.
8) What steps can individual franchisees take
to be successful and effective in Internet marketing?
When it comes to Internet marketing, it’s important
that franchisees take advantage of the resources that
are available to them. At Wyndham Hotel Group, we routinely
hold regional brand meetings and at those meetings,
offer several seminars, including one on Internet marketing.
This is a great starting point for franchisees looking
to maximize their online marketing efforts.
Additionally, at those same meetings, representatives
from our major online travel partners including Expedia
and Travelocity are often on-hand to meet with our franchisees
to discuss ways in which they can better promote their
Lastly, all of our major online travel partners have
in-market representatives, who are willing to work with
our franchisees at anytime to reshape or refocus their
online marketing efforts. I would encourage franchisees
to establish strong relationships with them.