Lori O'ConnellAdjunct Instructor
Lori O’Connell is President and Founder of Agency O’C, a boutique advertising agency specializing in hospitality. Over the years she has created brand strategies, marketing plans, and led naming projects for many clients across several industries, including The Lodge at Woodloch, Millennium Partners, Mumm Champagne, The New York Palace Hotel, The Phillips Club, Taj Hotels Resorts and Palaces, and taya jeans, to name a few. She is also the VP of Marketing for the HSMAI Greater New York Chapter, overseeing their marketing and communications efforts. At NYUSPS she served as an adjunct for the Sales and Marketing in Hospitality and Tourism class. Recently she has developed the Customer Relationship Management: Going Beyond Customer Service course as part of the Professional Diploma in Hotel Operations program.
Examine customer service at all levels of a hotel, focusing on how it can improve guest experience and drive increased revenues and profitability.