Triumph Hotels

Rommel Turnbow Gopez

Rommel Turnbow Gopez is a professional hotelier and area guest relations director with over 20 years of experience in hospitality, live entertainment and event production. At Triumph Hotels, he plans and executes signature hotel events, oversees daily guest relations operations, monitors staff performance and leads recruitment, training and professional development of guest relations staff.

Engaging Guests with Unique Experiences

As the area director of guest relations, I focus on providing an exceptional experience to the guests. Through high-end, technology-driven services, we create a seamless journey even before arrival, making booking, check-in and room access effortless. My primary focus begins once they step into the hotel, ensuring every interaction is personalized and memorable.

It is also important to create engaging experiences within the hotel itself. Hotel Edison, a part of Triumph Hotels, was first opened in 1931 with its own radio station. Today, we reimagined that through innovative technology, launching a podcast for Hotel Edison.

While New York City is a major destination and attraction for many visitors, some guests appreciate unique experiences within the hotel. That’s why at Triumph Hotels, I have introduced programs to enhance their stay. For example, one of our most popular offerings is a complimentary wine hour with live entertainment three times a week. These programs provide a wonderful opportunity for us to engage with our guests.

Building Loyalty through Personalized Service

At Triumph Hotels, we define loyalty by meaningful guest engagement and the relationships our team members create. By delivering personalized experiences, we have earned the trust of people. At Hotel Edison, we have guests who have been returning for more than 40 years now.

My personal philosophy is to avoid saying ‘no’ to guests. There is almost always a solution, and if a request cannot be fully accommodated, we can meet them halfway. Being available to the guests and actively engaging with them is the key to building trust.

Balancing Digital Convenience and Personal Service

Technology has become a key factor in attracting and serving today’s travelers. A strong social media presence helps hotels connect with guests and showcase their offerings.

At Triumph Hotels, we use technology to understand and serve our guests better through a convenient and seamless experience. By using reservation systems and guest data effectively, the team reviews preferences and special requests before arrival, creating a personalized stay for clients.

At the same time, personal touches and direct guest engagement remain essential. The combination of technology and human interaction enables the hotel to create stronger guest relationships and more memorable experiences.

To ensure technology enhances rather than complicates the experience, we have lobby ambassadors. They are stationed in the lobby throughout the day to assist guests with self-service technologies, including kiosk check-in, mobile room keys and reservation management. This support helps bridge the gap between convenience and accessibility, particularly for guests who may be less familiar with digital tools.

Enhancing Guest Experiences through Local Engagement

Over the next five years, my focus is on strengthening the connection between guests and the communities. We must stay informed about the events happening in the city and surrounding neighborhoods to find meaningful ways to connect guests with those experiences.

Whether it’s through social media, technology, or our email communications, we want to make sure we are keeping guests informed about what is happening and what they can look forward to. Our ultimate goal is to showcase what our hotels have to offer while helping guests discover the destinations, activities and experiences that align with their interests.