Loews Hotel GroupNewly appointed Chief Commercial Officer Kristie Goshow was recently interviewed stay Regarding her path to her current role, she will focus on driving revenue performance, strengthening and expanding guest relationships, increasing direct bookings and increasing brand awareness across Loews’ 27 hotels. She talks about some of the people and positions that have sustained her personally and professionally, describes the challenges and opportunities facing the industry, and even offers some advice for budding hoteliers.
Early years
Goshow’s roots in the industry can be traced back to her childhood in the UK, when her father traveled abroad for extended periods and returned home filled with stories about the cultural differences and languages of the people and places he visited. She says these stories of the world and its rich discoveries ignited the fire she seeks to find excitement in her own life and career.
Her career included early roles in travel logistics with MSAS in the Netherlands, UK, Singapore, Dubai and the US before entering the aviation industry with Virgin Atlantic as Regional Sales Manager. However, it was at Utell (Pegasus) that she gained a real education about the industry and the passion to join it. “My real entry experience was through Utell (Pegasus), which was really the godfather of early distribution and enabled connectivity across the industry before connectivity was popular. The experience was foundational; that was the moment I was really hooked,” she recalls.
career development
Goshow said the “deliberate changes” she made while working in the airline, travel technology and hospitality industries were part of an overall strategy that provided a wealth of experience that allowed her to gain a comprehensive understanding of the industry. “I’ve moved between small and large companies, and each transition presented an opportunity to develop new skills or refine existing ones, sometimes both at the same time,” she explains.
She has held senior leadership roles at Viceroy Hotel Group, Saber Hospitality Solutions, Le Méridien and Utell (Pegasus), and spent nine years at Jumeirah Hotels & Resorts, a global luxury brand in Dubai, leading distribution, marketing and business innovation. She also served as chief marketing officer for Preferred Hotels & Resorts (now Preferred Travel Group), where she oversaw global marketing and loyalty programs for more than 700 properties in more than 80 countries.
Prior to joining Loews, Goshow served as chief commercial officer for Peregrine Hospitality Group (formerly KSL Resorts), where he was responsible for sales, revenue strategy and marketing.
tutor
Of course, she didn’t do this alone. Goshow made it clear that there were many mentors who paved the way for her. “I consider myself extremely grateful to the people who gave me opportunities or opened doors through their networks,” she said. “Some people provided very direct feedback that exposed blind spots and made me do better.” She also mentioned a college professor whose negative feedback prompted her to prove him wrong: “He happily told me he would make sure I never work in this industry. It was the best challenge he could have given.”
meet the challenge
Clearly undeterred by the challenges, Goshow detailed some of the obstacles the industry faces and the opportunities they present. “Challenges keep us alert, curious and innovative, ultimately serving our colleagues, guests, investors and communities,” she insists.
Goshow addresses the following challenges, primarily their impact on hoteliers.
• The pace of technological change continues to accelerate. Goshow observed that technology is increasing guest expectations “at a rate that increasingly strains IT budgets and operational agility,” adding, “The challenge is no longer just adoption, but our ability to continually redesign our business models based on changing expectations without disrupting the guest experience or overwhelming employees.”
• Loneliness is prevalent and the need to belong is increasing. Goshow asserts that as society becomes more distributed and demographics become “increasingly untethered,” “the human need for connection and belonging will only intensify.” She said the hospitality industry is uniquely positioned to meet this moment for guests and employees “by thoughtfully evolving our operating practices to better serve growing market segments.” Among these segments, she mentioned solo travelers, for whom hoteliers can create “inclusive, intuitive and human experiences, starting with eliminating moments that inadvertently highlight feelings of loneliness, such as asking someone if they will be dining alone.”
• Geopolitical instability and perception-driven demand fluctuations. Goshow called attention to how the reality of “ongoing geopolitical instability, amplified by media narratives” is affecting perceptions and negatively impacting traveler confidence and future demand. “Addressing this reality requires agility, neutrality, and a deep understanding of how emotions, not just facts, influence travel behavior,” she commented.
• Pursue longevity and overall improvement. She said what Goshow calls “the global quest for longevity” has created a significant opportunity for the hospitality industry to enrich lives “through extraordinary experiences that promote meaningful physical, emotional and intellectual advancement.”
• Maintain and enhance our ability to “see”. Goshow’s overarching point relative to meeting challenges is that hoteliers need to always be vigilant, not complacent, to recognize and act on opportunities as they arise. “We have to constantly challenge ourselves and stay sharp,” she asserts. “It’s easy to lose the guest perspective when operating to established brand standards and habits. Sustained competitive advantage comes from seeing what others are missing, anticipating unmet needs, recognizing small frictions, and staying ahead of the next problem that needs solving.”
all in all
Gao Xiu believes that the career path she has taken is an achievement for herself. She has the “curiosity” to embrace innovation and challenges. She was also fascinated as a child by her father’s stories of people and places. As she says, “Our industry allows us to observe people’s lives and respond with experiences that truly improve their lives.”
But beyond that, she has the “honor and responsibility” of being part of an industry that touches so many lives. “We are stewards of assets that strengthen communities and provide meaningful careers – careers that allow families to thrive. Few industries can claim to simultaneously provide comfort, surprise, respite, success, restoration, discovery, security and purpose. All while still allowing people to get a good night’s sleep.”