Mr. Benjamin

Mike Benjamin

Vice President Sales

Guestware

Mike Benjamin is the Vice President of Sales and co-owner of Guestware – a hospitality customer relationship management (CRM) and Guest Experience software and solution provider. Mr. Benjamin co-founded the company in 1990 after working at Boeing for five years as a Mechanical Engineer. In the early days of the company, the business developed custom software for many industries. By 1993, they had established a niche in the lodging industry with an innovative guest response system used by hotels to track service requests and problems. By 1996, the software had evolved into a fully developed hotel CRM system for hotels and resorts, and the trade name Guestware was formed.

Guestware is a powerful, integrated CRM software solution used by hospitality companies around the world to attain the highest levels of guest satisfaction. Guestware collects, manages and reports on all guest information in one comprehensive database, enabling hotels and resorts to improve the guest experience while enhancing operational efficiencies. Behind the scenes, Guestware delivers actionable information to the right people by complementing and enhancing existing property management systems, hotel operations, and marketing to help hospitality companies share information and realize departmental collaboration—all with the goal of improving the overall hotel guest experience.

Mr. Benjamin is actively involved in many aspects of running the business including strategic planning, marketing, and major account management. In addition, he leads the sales team, professional services group and business partner relations at Guestware. Mr. Benjamin is actively involved in the international expansion of the business helping acquire 1,000 customers in over 75 countries with resellers in China, Middle East, and Europe.

Please visit http://www.guestware.com for more information.

Mr. Benjamin can be contacted at 206-233-0110 or mike.benjamin@guestware.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.