2022 Technology Rock Stars
Wendy Mertz
VP of IT, Non-Gaming Systems,
Seminole Hard Rock Support Services
Wendy Mertz is vice president of information technology for non-gaming systems at Seminole Hard Rock Support Services, the IT business partner for the multibillion-dollar global entertainment company that includes hotels, casinos, live music venues, cafes and corporate business units. She moved into the job four years ago after having served for 17 years in various technology positions at Hard Rock International and holding IT leadership positions at Walt Disney Company and Disney Cruise Line. She has served on the board of Hospitality Technology Next Generation (HTNG) and was part of the executive leadership team that facilitated the merger of HTNG with the American Hotel & Lodging Association. She is actively involved in the women’s mentorship program at Seminole Hard Rock and was recently recognized by the Rochester Institute of Technology for her contributions to the hospitality industry.
During her tenure at Hard Rock, which has properties in 65 countries, Mertz has been responsible for several multimillion-dollar system implementation and conversion projects. One of her biggest achievements was developing application technology standards for the global hotel brand. She accomplished the task by choosing partners that were “known entities,” she said. “Because we’re a global brand, it’s important to select partners that work in many countries, not only because property employees are familiar with the product but also because the partners can provide guidance regarding local requirements and offer in-country support.”
Collecting data is an ongoing challenge at Hard Rock, in large part because systems are distributed and installed by each owner. One of the solutions Mertz has found most helpful is Ireckonu’s CORE middleware ecosystem, which acts as a single touchpoint between on-premises and above-property systems and consolidates data across hotels. “It has streamlined the integration process, so that I don’t need multiple interfaces,” she explained. “It also gives our management team a more comprehensive view of what’s going on at each property.”
And as flexibility has become increasingly important to guests, Mertz and her team have implemented mobile ordering and mobile payment in hotels and cafes, along with self-service kiosks from House Advantage in casino snack bars. An added benefit has been a reduction in labor costs. “The solutions have allowed us to reduce food and beverage staff while still offering a quality experience,” she said.
Hard Rock is poised for big growth with its recent acquisition of the Mirage Hotel & Casino in Las Vegas, construction on a $400 million casino resort in Virginia, and the launch of REVERB by Hard Rock, a lifestyle brand where music and local culture combine with technologically-advanced guestrooms. Mertz is involved in each of these projects. “Technology plays such a huge role in the experiences of guests and employees at our properties,” she concluded. “It’s an exciting time to be at Hard Rock.”
WENDY’S BEST:
- Family: Single mom of 15-year-old triplets. “They are my inspiration, and I learn from them every day.”
- Hobbies: Traveling, cooking and watching her children sail. (All three are on the USODA National Team.)
- Go-To Periodical or Website: We Can Do Hard Things, a podcast hosted by Glennon Doyle. “It reminds me that, well, we can do hard things!”
- Book: 29 Gifts: How a Month of Giving Can Change Your Life by Cami Walker. “It’s important to live a life of gratitude.”
- Music: Pop and rock.
- Favorite Travel Destination: Paris. “I love good food and Impressionist art.”
- Advice to Young People: “Life is about the journey, not the destination. A friend once told me this, and I strive to live it every day.”
- Dinner With: “My maternal great-grandmother, who died before I was born. She was a remarkable woman, and my mom often talks about the impact her grandmother had on her life.”
