Ms. Johnson

Leslie Johnson

Director of Sales & Marketing

Grand Geneva Resort & Spa

Leslie Johnson is director of sales & marketing of Grand Geneva Resort in Lake Geneva, Wis. Managed by Marcus Hotels & Resorts, a division of The Marcus Corporation (NYSE: MCS).

Ms. Johnson joined Marcus Hotels & Resorts in 2008 as director of restaurant sales and promotions, where she oversaw the management teams and organizational systems for the companyís Milwaukee-area restaurants. Most recently, she served as general manager at Timber Ridge Lodge & Waterpark in Lake Geneva, Wisconsin.

Prior to joining Marcus Hotels & Resorts, she spent 12 years in various positions within the hospitality industry focused on sales, catering and marketing.

Marcus Hotels & Resorts provides expertise in management, development and historical renovations. The companyís portfolio includes a wide variety of properties including city-center meeting hotels, upscale resorts and branded first-class hotels.

Ms. Johnson can be contacted at 866-636-4502 or lesliejohnson@marcushotels.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.