HotelREZ Hotels & Resorts has appointed Hadley O’Dwyer as Vice President of Customer Success and Engagement to further the company’s commitment to operational excellence, digital innovation, and customer-centric growth.

This newly established position aims to enhance HotelREZ’s focus on driving extra revenue, improving profit margins, and securing long-term profitability for independent hotels worldwide. Anchored by a people-first philosophy, the role will manage the full optimization of HotelREZ’s technology and service ecosystem, covering global distribution, revenue management, marketing, and a suite of direct hotel solutions to boost direct bookings and overall revenue performance.

With more than 20 years of experience in customer success and digital service transformation across hospitality and technology sectors, Hadley is set to oversee customer retention efforts, accelerate revenue growth strategies, and promote product adoption among HotelREZ’s network of over 2,500 independent hotels in more than 100 countries.

A primary area of focus for Hadley will involve improving the customer experience through data-driven choices aimed at operational efficiency and uncovering new value opportunities for hotels. This approach aligns with HotelREZ’s enduring mission to equip independent properties with the necessary tools, technology, and support to excel in a competitive marketplace.

Hadley O’Dwyer stated: “Having known HotelREZ and its exceptional team for over a decade, I have had the privilege of watching the business evolve into the dynamic and innovative organization it is today. I’m excited to join the team and leverage my experience to enhance member journeys, strengthen self-service options, and elevate digital engagement. As we look ahead, I’m energized by the chance to shape new, tech-driven solutions that streamline operations and unlock smarter insights.”

“Hadley’s background in customer success and digital transformation, combined with his in-depth knowledge of the hospitality industry, makes him a valuable addition to our leadership team,” commented Daniel Simmons, Chief Commercial Officer at HotelREZ. “His appointment represents our ongoing dedication to providing superior support and innovation for our member hotels.”