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CEO toured Holiday Inn Express in Litchfield with owners, Nancy Hyam and Jane Martin. Jane shared the history of the family business with her parents who owned and operated hotels and restaurants over the years. Jane and Nancy have followed in their parents' footsteps; what culminated into building the Holiday Inn Express four years ago.

Jane talked about customer service, online reservations, the franchise experience and requirements, and the differences in the hospitality industry from years ago. "What use to be a phone call reservation is now done mostly online," which intensifies the importance of brand identity and customer service - what markets the hotel positively or negatively through online reviews.

The team learned the importance of keeping up with customer expectations with quality control and service with a smile. "Even if people reserve a room online, they still stay the night and interact with our staff in person. It changes how you talk to someone if you simply smile."

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