Mr. McKee

Steve McKee

President

McKee Wallwork Cleveland

Steve McKee is the president of McKee Wallwork & Company, an integrated marketing firm with extensive experience in the travel and tourism industries that specializes in revitalizing stalled, stuck and stale brands.

Mr. McKee is also the author of "When Growth Stalls: How it Happens, Why You're Stuck and What To Do About It", an award-winning business book now published in four languages, and "Power Branding: Leveraging the Success of the World's Best Brands".

A marketing strategist for nearly thirty years, Mr. McKee has held executive positions at notable agencies including NW Ayer, Della Femina, and a division of McCann-Erickson Worldwide, and he wrote a popular Businessweek.com marketing advice column for more than a decade.

McKee Wallwork & Company made the Inc. 500 list of the fastest-growing private companies in America its first year of eligibility, has twice won the prestigious Effie Award for marketing effectiveness from the American Marketing Association, and has been recognized by Advertising Age as one of ten top small agencies in the nation.

Mr. McKee has been published or quoted in The New York Times, USA Today, Advertising Age, Adweek, Investor's Business Daily and The Los Angeles Times, among others, and he has appeared on CNBC, ESPN2, CNNfn, Bloomberg, and network television affiliates across America.

Mr. McKee can be contacted at 505-314-7742 or smckee@mwcmail.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.