Best Western Hotels & Resorts promoted Ron Pohl to SVP and COO. Pohl was previously SVP, brand management at Best Western, and his promotion comes as the brand rolls out a new breakfast program, as well as the launch of a global responsive site.
“Since joining Best Western in early 2007, as a leader with strategic vision, Ron has tremendously improved the member services and brand management functions of Best Western,” David Kong, Best Western Hotels & Resorts' president and CEO, said in a statement. “His many accomplishments include achieving record high RevPAR index, the brand’s best net promoter scores, as well as the highest Medallia scores in the areas of breakfast, service and overall experience. He is an integral member of the executive committee who has helped lead this company to previously unimaginable achievements on a global level.”
Pohl serves on the company’s executive committee and leads the brand’s operations and development efforts for North America and Asia. Pohl’s responsibilities include overseeing key departments within the hotel company, including customer care, member services, revenue management, education and training, design, supply and global quality assurance. He was instrumental in repositioning the company's three core brands, Best Western, Best Western Plus and Best Western Premier, as well as launching the company's newest brands: Vīb, Glō, BW Premier Collection and the SureStay Hotel Group. During his tenure with the brand, Pohl has improved revenue management systems, implemented new and innovative education and training resources and launched the Best Western I Care program.
Pohl also created Best Western International University – Best Western’s online education website for hotel staff and corporate employees – which includes a partnership using AHLEI courses and certifications, Rosetta-stone and the University of Phoenix. During the past year, 1,953 Best Western employees representing more than 1,800 properties earned certified front desk manager from AHLEI. The company will offer three additional online training and certification programs targeting additional professional positions.
In addition, under Pohl’s leadership, Best Western Hotels and Resorts has been awarded a silver award from the Brandon Hall Group for a ground-breaking customer service training program called I Care, Every Guest Every Time. A key feature of this program includes a live hospitality virtual reality simulator that enables front desk, housekeeping, maintenance and breakfast staff to practice and develop their interpersonal and guest communication skills in realistic, lifelike scenarios.
Earlier this year, Pohl was awarded the 2016 American Hotel & Lodging Educational Institute’s Arthur Landstreet Award. Named after the Tennessee hotelier who founded the Educational Institute, the Arthur Landstreet award is presented to the individual who has made a lasting impact on the quality of professional development and training in the hospitality industry. Best Western Hotels & Resorts president & CEO David Kong earned the award in 2012.
Pohl also serves on the advisory board for Grand Canyon University, partnering with the University on the promotion of its new Hospitality College.