Mr. Patterson

Burns Patterson

Executive Vice President

Middleton & Gendron

Burns Patterson is Executive Vice President at Middleton & Gendron (www.mg-pr.com) a New York-based PR and brand communications agency that is one of the country’s leading hospitality, travel and lifestyle agencies. Mr. Patterson also heads the agency’s digital practice. His 20+ years in public relations have included roles as director of public relations for Madison Square Garden Sports Properties, and director of PR and new media for Historic Hudson Valley.

Headquartered in New York City, M&G is a mid-sized public relations and brand communications agency with an office in Los Angeles, and affiliate partners in London, Dublin, Frankfurt, Velden (Austria), Mexico City, Hong Kong, Singapore and Tokyo. The agency is staffed by former journalists, corporate communications professionals, agency veterans and rising stars.

Over the past eight years at M&G, Mr. Patterson has led account teams for travel and hospitality clients including: Orbitz; Wyndham Hotels and Resorts; KSL Resorts; Capella Hotels and Resorts; Elegant Hotels; Flight Options; and MeetingTrader. He has also directed social influence marketing campaigns or specific social media promotions for The Setai Fifth Avenue; La Costa Resort & Spa; Sanctuary Resort & Spa; The Homestead; and the Trump Hotel Collection, among many other clients. Beyond the travel and hospitality sector, Mr. Patterson leads the account teams for Chopin Vodka, currently running his favorite Facebook photo contest, titled “Show Your Bartender Some Love,” and for American Water (NYSE; AWK), the nation’s largest publicly-traded water and wastewater utility. The most popular recent M&G client among Mr. Patterson's kids, though, has been FAO Schwarz, the world’s most famous toy store.

Mr. Patterson lives with his family in Sleepy Hollow, NY. He can be reached on Facebook at www.facebook.com/burnspatterson or on Twitter at www.twitter.com/burnspatterson.

Mr. Patterson can be contacted at 212-980-9060 or bpatterson@mg-pr.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.