CHLA Lodging News Sept/Oct 2020

2 Message from the President & CEO 4 Hotelier Profile: Pam Ryan 8 Delivering Great Experiences: The Evolution of Luxury Guests 10 Adapting to Changing Times 13 CHLA Member Benefit: Meet Pierre Your Mobile Concierge 14 Many Things Have Changed, But Today’s Focus on the Guest Experience is No Different 20 Upcoming Events 21 CHLA Marketplace 29 The CHLA Partners OUR MISSION CHLA is the indispensable resource for communicating and protecting the rights and interests of the California lodging industry, for providing educational training and cost-saving programs for all segments of the industry, and for supporting strategic alliances to promote the value of California tourism and travel. 14 10 8 LODGING  NEWS TABLE OF CONTENTS ON THE COVER A huge thank you to the Hyatt Place Sacramento Rancho Cordova for allowing us to photograph at your property! THE OFFICIAL MAGAZINE OF THE CALIFORNIA HOTEL & LODGING ASSOCIATION CALIFORNIA September/OctOber2020 LODGINGNEWS EVOLUTION of theGuestExperience