This month we debut a new Top Five that will feature insights from our colleagues on the front lines of the hotel business.
Say hello to Patricia Townsend, from the Delta Edmonton South.
- What is the one thing you would like us to know about your role as “Director of Sales at the Delta Edmonton South”?
No day is ever the same. I love that about my job, and this industry that I have worked in for the past 18 years. I feel grateful that daily I get to go into the hotel and truly enjoy what I do. I love the people I work with here, and in Edmonton’s hospitality community.
- What in your role impacts a client’s satisfaction most?
It’s how I support our sales team at the property, market and global levels, to ensure they understand the details of the hotel’s key booking strategy. They stay informed so they can answer guests’ questions and serve their needs seamlessly. This means that their clients are fully informed of their date and price options. They can be confident they made the correct choice for their venue.
- What current trends or market conditions from your perspective are impacting your business?
In my opinion, the most significant trend is online marketplaces and hospitality services like Airbnb. People can now lease or rent short-term lodging that includes vacation rentals, apartment rentals and homestays. These services have seen tremendous growth and have become our competition very quickly. Now, more than ever, we need to exceed our guest’s needs and provide service levels that are just not available when you book someone’s basement suite.
- How is the current economy affecting your business?
It has not been an easy time in Alberta, but I am optimistic that we can see that silver lining on this recession cloud. This downturn has taught us the lesson that we cannot rely on the oil and gas industry to fill our hotels. We must build relationships with the telecommunications, agriculture, agribusiness and alternative energy resources industries.
- What future trends do you see in the next 18 months?
I have never been more excited to be in the tourism industry. I am a part of the amazing Marriott and Starwood merger. I know that in 20 years I’ll look back and at this period and think Wow! The next 18 months will see these two groups of hotels work together more seamlessly. This will result in one of the most remarkable loyalty programs ever. Our guests are going to love it.
Want to share your perspective? Get in touch. We’d love to hear from you.