PHOENIX, Ariz. — Ron Pohl is the new Senior Vice-president and Chief Operations Officer for Best Western Hotels & Resorts.
“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,” says David Kong, president and CEO of Best Western Hotels & Resorts. “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. His 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 three core brands, Best Western, Best Western Plus and Best Western Premier as well as launching the newest brands: Vīb, Glō, BW Premier Collection and the SureStay Hotel Group. During his tenure with the brand, Pohl has significantly improved revenue management systems, implemented new and innovative education and training resources and launched the industry-leading Best Western I Care program.
Pohl also created Best Western International University — the brand’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 the Certified Front Desk Manager (CFDM) 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 innovative program includes a live hospitality virtual reality – simulator that enables front desk, housekeeping, maintenance and breakfast staff to practice and develop 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 for making a lasting impact on the quality of professional development and training in the hospitality industry.