Mr. Denston

Dan Denston

Executive Director

Mystery Shopping Providers Association - North America

Dan Denston, the Executive Director of the Mystery Shopping Providers Association (North America), has an extensive history with associations and association management throughout the country, as well as other varied business and educational experience.

Mr. Denston, hired to lead MSPA-NA in 2011, began his association career as a membership coordinator for the National Association of Brick Distributors. After holding various positions with the association over 6.5 years, he was named the Executive Director of the NABD, a post he held for 2.5 years. While there, Mr. Denston developed a national marketing campaign working with the Indianapolis Motor Speedway and the Brickyard 400 race and won an ASAE Gold Circle Award for the associationís magazine.

Mr. Denston has worked for and with associations and association management companies in the Washington area in membership and member services, conventions and trade shows, marketing, publishing, and government relations. In addition to mystery shopping, his association management experience has included work with the construction, manufacturing, and medical industries.

A graduate of Union University in Jackson, TN, Mr. Denston began his professional career as a high school teacher, teaching U.S. government and coaching high school football and baseball in the Northern Virginia suburbs of Washington, DC. He also managed and co-owned a restaurant business. He also started founded his own publishing company, publishing a life-style magazine for a beach community in North Carolina covering topics ranging from history to current events, environment to business development, and government and community affairs to topics of local interest. He also was elected as a Board member of the Chamber of Commerce and represented the business membership to the local government and community.

Mr. Denston can be contacted at 502-574-9033 or dan@mysteryshop.org

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.