Mr. Masuda

Mark Masuda

Vice President of Sales & Marketing

AmericInn

Mark Masuda is Vice-President of Marketing and Sales for AmericInn Hotels and Suites based in Chanhassen, MN. Mr. Masuda is responsible for AmericInnís national sales team as well as the companyís digital and brand marketing.

Prior to AmericInn, Mr. Masudaís leadership roles in hospitality sales, marketing, and distribution included stints at Northwest Airlines, Carlson Wagonlit Travel, and Carlson Rezidor Hotels.

Mr. Masuda earned his Masterís of Business Administration at the Curtis L. Carlson School of Management in Minneapolis and earned his Bachelorís degree from Minnesota State University in Mankato, Minnesota.

Mr. Masuda is married, has two daughters and a son and resides in Edina, Minnesota.

Mr. Masuda can be contacted at 952-294-5000 or mmasuda@americinn.com

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 Ė 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. Itís 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. Itís 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.