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Roger Dow, who helped lead the U.S. travel industry out of its post-9/11 doldrums and take it to new heights, then helped guide the industry through the COVID-19 pandemic and position it for a rebound, received the Lifetime Achievement in Sales Award from the Hospitality Sales and Marketing Association International (HSMAI) at its 2022 Sales Leader Forum on October 20 in Frisco, Texas.

Roger Dow, who helped lead the U.S. travel industry out of its post-9/11 doldrums and take it to new heights, then helped guide the industry through the COVID-19 pandemic and position it for a rebound, will receive the Lifetime Achievement in Sales Award from the Hospitality Sales and Marketing Association International (HSMAI) at its 2022 Sales Leader Forum on October 20 in Frisco, Texas.

PHOTO: file Every encounter between a guest and a hotel employee is an opportunity for that guest to form an impression about the property. Each time a guest encounters an employee with a question or transaction is a moment of truth. Those moments are the opportunities for staff to prove to guests that they made the best choice of hotel for their stay. Classic principles of service and hospitality such as authenticity, personalization and predictability are essential to guest satisfaction. However, the world has changed, and guests are likely to expect more from hotels than ever before. At th...