Ms. Berman

Westley Berman

E-Commerce Manager

Kokua Hospitality

Westley Berman is the eCommerce Manager for Kokua Hospitality, a hotel management company based in Chicago, Illinois.

Joining the company in 2010, Ms. Berman started as Kokua’s social media and marketing coordinator and has been promoted various times to her current position. She leads Kokua Hospitality’s eCommerce marketing efforts, currently overseeing a combination of six independent and branded hotels nationwide, including DoubleTree by Hilton Chicago Magnificent Mile, DoubleTree Suites Houston by Galleria, Inn of Chicago, Axiom Hotel, and Hyatt Place Waikiki Beach. She also oversees all social media, reputation management, website development, and creative marketing efforts for each hotel in addition to Kokua Hospitality.

Ms. Berman's career began in the advertising industry at a multicultural marketing and advertising agency called the San Jose Group based in Chicago. She was primarily responsible for trafficking Hispanic TV, Radio, and Print ads for Magnum Insurance, Harley Davidson, AstraZeneca, Illinois Bureau of Tourism and American Family Insurance.

Later on, she became Project Manager at Chicago’s Young & Rubicam responsible for close-captioning Sears Kenmore and Craftsmen TV ads, Sears Home Appliance TV spots, and Sears LL Cool J apparel line.

Ms. Berman graduated with a Bachelor of Science degree in Spanish and Integrated Strategic Communications from University of Kentucky in Lexington, Kentucky. She is an active brand representative or "Skimbassador" to theSkimm, a media company that has the fastest growing email newsletter responsible for transforming the morning routines and news consumptions for female professionals.

Ms. Berman can be contacted at 312-644-4800 ext. 4801 or westley.berman@kokuahospitality.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 – 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.