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Each month, the Hotel Business Review publishes a Feature Focus on emerging growth markets in the hotel industry, providing critical and crucial information on cutting-edge trends within the industry. In addition, the Hotel Business Review maintains an extensive online archive which contains more than 3000 best-practice white papers covering all aspects of hotel management and operations, exclusively written for the Hotel Business Review and available only to our subscribers.

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Benedict Cummins is CEO & Founder of HotelExecutive.com. Since 1996, HotelExecutive.com has directly served hotel company owners, operators, senior executives, investors and developers as the leading business resource for the hotel industry.

HotelExecutive's client list includes leading corporations, and institutions worldwide including TravelClick, TripAdvisor, Gettys, EyeforTravel, HITEC, IDeaS, LRA Worldwide, eStara, Agilysys, VFM Leonardo, Lodging Interactive, KPMG Peat Marwick, HVS International, PKF Consulting, Hotel Sales & Marketing Association International (HSMAI), Pegasus, CareerBuilder, Halogen, International Spa Association (ISPA), Sabre, Smith Travel Research, Ernst & Young, Jones Lang LaSalle, Sonnenblick-Goldman, PricewaterhouseCoopers LLP, American Lodging Investment Summit (ALIS), & American Hotel & Lodging Association.

Prior to founding HotelExecutive.com, Mr. Cummins worked for Tourism Newspapers of Australia, located in Melbourne, Australia, as Senior Editor of the Tourism Real Estate Monitor, and Business Editor of the Australian Visitor News, two of the most widely read publications for the hotel industry at that time. Previous assignments included positions with the Melbourne Herald and the Leongatha Star Newspaper, where he began his career from copy boy to general reporter.

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Kristin Hettermann serves as Director of Marketing for HotelExecutive.com. Ms. Hettermann has over a decade of experience working with marketing and sales in the hospitality arena. She has worked with such esteemed companies as Porter Novelli Public Relations, Merrill Lynch, James Doran Company, McCrady's Restaurant, Culinary Institute of Charleston, Maui Culinary Academy, Six Senses Resorts & Spas and many more recognized chefs, restaurants and hospitality entities. Her services include communications, public relations, event planning, community relations and developmental strategy. She is President of Grace Delivers Communications, Principal of KLH Properties, LLC and a graduate of the University of Virginia with a degree in French and Foreign Affairs.

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Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.