5 QUESTIONS WITH ... James Bell



1 HM: Looking into your crystal ball, and with everything you’ve seen in 2013, how will the hotel industry fare in 2014 in terms of overall operating metrics and profits?
JB: I foresee a huge growth in tourism as the U.S. dollar weakens due to QE, and vacationing in the United States becomes more affordable for international tourists.

2 HM: They say all business is local. What is happening within your region that is affecting your business the most? What micro concerns do you have? 
JB: Pent-up demand to renovate hotels will be strong throughout 2014. We need to continue to educate hotel owners on the value proposition of maintaining the hygiene and extending the life of a vulnerable mattress asset by incorporating mattress protection as a “must have” into their CapEx budgets. 

3 HM: Nothing can ruin a hotel stay—or transaction otherwise—more than bad customer service. How do you ensure your teams are delivering the best in guest satisfaction?
JB: In today’s day and age, a real tool is to read all the comments on social media about your company and the experience you deliver. Another important, old-school tactic is for management to be close to the cliff face (the customers) so any positive or negative service can be observed firsthand.

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4 HM: Technology and social media play major roles in the hospitality industry today. What is your company doing on those fronts to stay ahead of the curve?
JB: We are continuing to manage, educate and develop informative blogs, as well as grow our library of online training tools, all while keeping up to date with all the new social media tools as they evolve.

5 HM: As you lay your head down on December 31, what will your perfect industry dream be?
JB: A good night’s sleep!

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