Bill Ryan is senior vice president and chief technology officer for BWH® Hotels. He leads the technology management team, which is responsible for technology strategy, digital experience, architecture and data governance, project delivery, technical operations and cybersecurity.

Prior to joining BWH Hotels, Ryan spent more than 15 years in the retail industry, leading digital transformation and customer experience strategies at brands like Backcountry, PetSmart and Urban Outfitters. “That experience taught me how to keep the customer at the center of your technology,” Ryan said. “It’s a principle I have carried into hospitality. At BWH Hotels, I bring a fresh perspective on how digital solutions can improve the travel experience for hoteliers and guests across our global portfolio.”

To Ryan, creating a seamless, personalized guest experience has never been more important to stand out in such a crowded hospitality industry. “To be the most welcoming hospitality brand, we must support our hotel teams in delivering top-notch service,” he said. “This means leveraging innovative technologies that aren’t just powerful, but also intuitive.”

Last fall, Ryan’s team announced the implementation of AutoClerk® Atlas, a next-generation PMS powered by HotelKey. This solution is uniquely tailored to each hotel’s
needs, whether it be the need for built-in training modules and automated payment processes to guest insights and AI-driven profiles that empower hotels to deliver a more personalized guest experience. “Beyond its ease of use for front desk staff, this platform reflects our guiding principle: build your differentiators and buy your commodities.”

As BWH Hotels expands globally, the company’s guest management system, supported by Canary, has become a key enabler of a more guest-centric, modern on-property experience. “It reduces friction at the moments that matter most to travelers,” Ryan explained. Mobile check-in shortens wait times and eases lobby congestion, while AI-powered guest messaging allows guests to communicate instantly in their preferred language via text. These improvements in service delivery are reflected in higher guest satisfaction scores. This technology from Canary has also unlocked incremental revenue and personalization opportunities across the guest journey including room upgrades, early check-in and late check-out options, pet fees, parking and in-stay add-ons. Over the next year, Ryan’s technology roadmap will focus on continuing to elevate the guest experience.

“We’re investing in a fully refreshed digital ecosystem,” Ryan said. This includes a new website, a combined Best Western Rewards® and WorldHotels Rewards experience and upgrades to the Best Western To Go® app— all designed to create a seamless interface for the company’s 4,000 hotels worldwide. The team will also continue to build a more connected platform on the backend, including deeper integration with their AutoClerk® Atlas PMS to streamline hotel operations, enhance the guest experience and unify the digital and on-site guest journey.

Bill's Best:

• Family: Married with a son, a daughter and a great pup.
• Hobbies: Golf, snowboarding, drumming and exploring new restaurants.
• Go-To Periodical or Website: “I subscribe to Medium. Their personalization team is seriously on point – every read feels relevant and timely.”
• Book: “Extreme Ownership by Jocko Willink and Leif Babin has been the most impactful leadership book for me. For pure enjoyment, I can’t resist the Jack Reacher series by Lee Child.”
• Music: “I may have broken Spotify’s algorithm this year since my Spotify Wrapped put my listening age as 72 based on Classic Rock, but I
  still have Kendrick Lamar in my top artists.”
• Travel Destination: “I love the adventure of new destinations, but my family has a tradition of returning to Beaver Creek, Colo., for an annual ski and snowboard trip. When the mountain is the main event, keeping the logistics simple means more time on the slopes.”
• Advice to Young People: "Say ‘yes’ to as much as possible. Try new things. Meet new people. Go to new places. The best moments come from saying yes, not from staying comfortable."
• Dinner With: Lorne Michaels. “I’m a huge SNL fan and have only ever heard former cast members speak of him with nothing but admiration, yet he’s notoriously private. I’d love to get to know him and learn how he’s kept the show successful for 50 years.”