Ms. Johnson

Casi Johnson

Vice President Operations

M3 Accounting & Analytics

Casi Johnson is Vice President of Operations for M3 Accounting + Analytics, a leader in hotel-specific accounting software, operations reporting, business intelligence and analytics, processing more than $8 billion in financial transactions for more than 3,000 properties.

Ms.Johnson has worked in the hotel industry since 1995 and for M3 since 2000, focusing on the technology side of the business for the past 14 years.

A graduate of the University of Tennessee with a Bachelor of Science degree in Hotel and Restaurant Administration, Casi has worked in a variety of roles in the industry, including General Manager. In 2000, she joined M3 as Director of Training, and then was promoted to Support Manager in 2005 and to Vice President of Operations in 2007.

In 2009, Ms.Johnson opened M3ís Tampa, Florida training center, where she continues to expand the service department for new products and training. Her goals are to achieve service excellence, while maintaining efficiency to keep costs low for customers.

Ms.Johnson earned her Master of Business Administration at the University of South Florida in 2012 and is a member of the International Customer Service Association. She also serves as adjunct professor at the University of South Florida teaching Managerial Finance and Accounting for the Hospitality Industry.

Ms. Johnson can be contacted at 850-217-2927 or casi@m3as.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.