“We are hospitality industry lest we forget,” says Josh Henegar, Corporate Revenue Director, 1859 Historic Hotels, a 12-property chain, “and there are just so many opportunities to take care of people at every turn at every single touch point”. What Henegar also believes is that all other decisions – be they marketing objectives, RM goals, distribution dilemmas, sales objectives and so on - must flow from this understanding. He is, of course, talking about the innovations around total revenue management, where every guest interaction becomes an opportunity. Today all the silos within the organisation have to understand that it is about managing total revenues,” says Henegar. Get the full story at EyeForTravel