Thank you for Subscribing to Hospitality Business Review Weekly Brief
Joshua Cummings, director of sports and entertainment at Langham Hospitality Services, handles sales by being proactive in providing exceptional customer experience. His attention to building and maintaining relationships with clients sets him apart from other leaders in the market.
In an interview with Hospitality Business Review, Cummings talks about the need for the industry to leverage technological advancements to deliver remarkable services for guests.
What are your roles and responsibilities at Langham Hospitality Services?
I’ve been working at Langham for two years, and every day has been exciting. I handle the entertainment and sports business for Langham in Boston and New York and primarily work on finding business within these segments. If there is a television or movie production taking place, or if a sports team or a band is playing in these cities, I reach out to them to host them in our hotels. The work requires having boots on the ground, meeting the clients, attending trade shows, building and maintaining relationships and finding business opportunities in them.
What are the changes that have happened in the industry in the recent past?
After the pandemic, the travel industry is back on its feet. The laws for the hospitality sector have been amended. For example, if you run an Airbnb, it is mandated by law that a member of the staff must be staying in the house with the guests at all times. AI has brought many changes to the industry, like quicker response times, helping us provide better customer service.
“We need to make sure that we provide top-notch services so that our clients prefer Langham for their next trip, too. Retaining clients is also ensured by improved relationships within the market.”
I have also noticed that guests seek an experience rather than just an accommodation facility. They want to feel comfortable and safe and be taken care of and are ready to pay more for an elevated experience. Extraordinary services could retain the clientele, and Langham has been very successful in doing that.
How does Langham deal with the changes in the industry?
At Langham, we always look for innovative ideas to make our work easier. We make use of data reports from resources like Live Nation Entertainment to stay informed regarding upcoming tours and events. By using such datasets, we get a better understanding of the market to improve sales.
Another aspect that I focus on is building and fostering the relationships that we have with the partners. As rightly said in the movie Jerry Maguire, “The key to this business is personal relationships.” Most of our clients are travel agencies that work off the commission from their customers. We need to make sure that we provide top-notch services so that our clients prefer Langham for their next trip, too. Retaining clients is also ensured by improved relationships within the market. I am successful because of the strong connections we have built so far, and Langham as a brand stands tall on this value, too.
What is your piece of advice for the budding professionals in the industry?
Building and maintaining relationships is crucial to be successful in the business. Sales are better done in person rather than behind a desk or over the phone. We need to meet our clients and get to know them on a personal level to better understand their requirements. This old-school mentality, with the aid of new technologies, is what will bring more customers and build trust in them. Succeeding in this industry takes more than exceptional services, it requires healthy client relationships.
How do you envision the future of the industry?
The industry is going to be busier, and there will be more opportunities. Being complacent can cost you a lot because the business is never guaranteed. The industry will be more competitive, especially in the luxury segment in New York and Boston. Incorporating technology and using it to our advantage can help us offer clients exceptional products and services.
At Langham, our guests can interact with the staff through our websites using text messages. This makes the entire communication process easier and faster. We have been successful at embracing new technologies to make our guest experience better, and we will continue to find newer technological methods to put ourselves ahead of the competition.
