Fairmont has appointed Jon Mamela to the newly minted position of director, product and service strategy.
In this new role, Mamela will be called upon to research and examine information relating to product and service trends within the hospitality industry, utilize consumer insight to spearhead the company’s guest product and service development, and further grow Fairmont’s customer segmentation strategies.
“With greater access to information and experiences to draw upon, the expectations of affluent travelers are higher than they’ve ever been,” says Jeff Senior, Fairmont’s senior vice president, marketing & sales. “Whether it’s the latest technology craze or next ground-breaking trend like spas were a few years back, we hope Jon’s new position will assist us in identifying and anticipating new services and innovative products which in turn will provide our guests with a more meaningful and personal stay; true to the destination and consistent with our brand.”
Prior to this appointment, Mamela served as Fairmont’s director of relationship management and was responsible for overseeing the brand’s guest recognition program Fairmont President’s Club (FPC). During his tenure, the program experienced exceptional growth with membership enjoying a yearly increase of 30% or more. Furthermore, he was instrumental in defining the program as a loyalty driver by providing FPC members with access to benefits like free use of TaylorMade golf clubs, complimentary Internet access and Great Escapes; a program element providing exclusive vacation experiences to the upper echelon of the program’s membership.
Mamela holds his Bachelor of Science Chemistry Degree from Bethany College in West Virginia and a MBA from Miami University.