Ms. Macdonald

Paula Macdonald

Director of Communications

McKibbon Hotel Management, Inc.

Paula MacDonald is Director of Communications for McKibbon Hotel Management, Inc. of Tampa, Florida. In her role, Ms. MacDonald guides the communications and marketing efforts for the company’s development and management groups. She is responsible for supporting the public relations efforts of each of McKibbon’s managed hotel properties, as well as corporate branding and oversight of the company’s in-house design team.

Prior to joining McKibbon, Ms. MacDonald worked in marketing for the legal field and as a communications leader for both city and county government entities. She is a graduate of the University of Southern California School of Cinema/Television, and has certificates in multimedia design and incident management for public information officers.

Ms. Macdonald can be contacted at 813-472-7390 or paula@mckibbonhotels.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.