Ms. McKay

Marigrace McKay

OpEx Professional

Self

Marigrace McKay is an experienced Strategic Management and Operations Excellence (OpEx), professional – and she loves her job! She has worked across many industries including but not limited to: hospitality, energy, telecommunications, DOD/engineering, consumer and durable goods.

Her first post-college job was with Canadian Pacific Hotels in Washington, DC group sales in the association and diplomatic markets. She also sold for Holiday Inns International Canada (CHIC) - so she truly understands the inside workings of getting and growing satisfied hotel clientele and the hospitality industry in general.

Ms. McKay is a F500 Project Manager of Change Management and Performance Improvement (PI). She has served key executive partner roles in accelerating business growth and strategic goal achievement. She is a certified Lean/Six Sigma Black Belt, and holds several professional HR Management certifications (SHRM-SCP, SPHR) including Change Management and as a Professional in Learning and Performance (CPLP). Ms. McKay earned a Master of Science, Management degree from The Johns Hopkins University. A 10-year career with leading consultancies formed her systems thinking.

Recently with Mondelez International (formerly Kraft Foods) she led the leadership development program for 400 managers in the largest North America business unit. In that role Ms. McKay and her team designed and implemented an e-learning academy. This later proved to deliver a calculated 3-sigma learner effectiveness. For classroom learning, she managed 23,000 hours. She has managed HR Departments in union and non-union environments, 2,200 employees.

Her favorite city is Barcelona – pinchos and tapas on the Med! 2nd fav? US State Parks.

Ms. McKay can be contacted at 423-653-7696 or mg62529@att.net

Coming Up In The June Online Hotel Business Review




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Feature Focus
Sales & Marketing: Who Owns the Guest?
Hotels and OTAs are, by necessity, joined at the hip and locked in a symbiotic relationship that is uneasy at best. Hotels require the marketing presence that OTAs offer and of course, OTAs guest’s email when it sends guest information to a hotel, effectively allowing OTAs to maintain “ownership” of the guest. Without ready access to guest need hotel product to offer their online customers. But recently, several OTAs have decided to no longer share a data, hotels are severely constrained from marketing directly to a guest which allows them to capture repeat business – the lowest cost and highest value travelers. Hotels also require this data to effectively market to previous guests, so ownership of this data will be a significant factor as hotels and OTAs move forward. Another issue is the increasing shift to mobile travel bookings. Mobile will account for more than half of all online travel bookings next year, and 78.6% of them will use their smartphone to make those reservations. As a result, hotels must have a robust mobile marketing plan in place, which means responsive design, one-click booking, and location technology. Another important mobile marketing element is a “Click-to-Call” feature. According to a recent Google survey, 68% of hotel guests report that it is extremely/very important to be able to call a hotel during the purchase phase, and 58% are very likely to call a hotel if the capability is available in a smartphone search. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.