Mr. Robinson

Marcus Robinson

Chief Experience Officer

Monscierge

Marcus Robinson is a veteran international entrepreneur with over 15 years of experience in the American, European and South African telecom and software industries. During his tenure abroad, Robinson was the Managing Director for multiple companies, including Amcat EMEA and UK Digital. As the Managing Director of Amcat, he spearheaded their launch into Europe, and successfully grew the brand into a market leader in under 5 years. It was during this time, pursuing global markets for Amcat, that he recognized a significant challenge facing the hospitality industry - both the smartphone revolution and the advent of social media altered the way hotels would need to communicate with travelers. Using technology throughout the entire travel lifecycle became imperative as guestsí expectations of hotel-utilized technology was growing faster than hotels could implement solutions.

Upon returning to the United States, Mr. Robinson founded the hospitality technology firm Monscierge. Monscierge is a global company helping hotels and travelers connect for a better travel experience. His idea was to build technologies and strategies born of an innovative culture that was focused on being easy to use, scale, and do business with - all while still maintaining affordability.

Mr. Robinson and his team have spent the last five years working side-by-side with hotel employees and staff to develop tools that meet real day-to-day challenges for those in the hospitality industry. His philosophy of learning directly from the client has nurtured a culture of collaboration throughout the entire company. Initially launching the product line with touchscreen lobby devices, Mr. Robinsonís idea was to provide a sense of comfort to travelers from all over the world by delivering trusted local information through the same technology hotel guests expect and use throughout their daily lives.

Today, the Monscierge suite touches every phase of the guest journey, from planning to post-stay, and is available in hotels around the world on smartphones, tablets, web, and lobby digital signage.

Mr. Robinson can be contacted at 888.426.5730 or marcus.robinson@monscierge.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.