Editorial Board   Guest Author

Mr. Lee

Kenny Lee

Vice President of Marketing, Revinate

Kenny Lee is the VP of Marketing at Revinate, a San Francisco-based software company. Revinate helps hotels know more about their guests so they can deliver personalized experiences that create valuable relationships and lifelong customers. Using guest data combined with Revinateís marketing engagement platform, hotels can better understand and engage their audiences, increasing loyalty and revenue. Over 25,000 of the world's leading hotels trust Revinate to help them reinvent the guest experience. Mr. Lee has 20 years of experience working across multiple marketing disciplines in both startups and enterprise organizations. At Lithium Technologies, a leading SaaS based social customer experience platform provider, he led the global transformation of the companyís marketing funnel and delivered a world class marketing automation program. This helped the company quantify their marketing ROI and make more informed decisions based on quantitative metrics. Mr. Lee's passion for customer success is based on his long and successful tenure at Adobe Systems, the global leader in digital marketing and digital media solutions. At Adobe he held numerous leadership roles in NA, EMEA and Latin America marketing, digital campaign and product marketing functions. This enabled him to build deep customer and partner relationships while affording him the opportunity to work with many business types, from small, independent operators to Fortune 100 brands. His efforts resulted in several employee achievement awards including nomination for a coveted company Founders award. While his work experience has provided years of business travel opportunities, Mr. Lee's other passion lies in adventure, sports and volunteer travel. In 2001 he spent 3 weeks volunteering in Ghana where he helped build a school and community facility. His adventure travels include hiking the Inca trail to Machu Picchu, paddling the Amazon river, criss-crossing Mongolia by jeep, surfing remote parts of Canada and Mexico, and exploring India by planes, trains and automobiles. One of his most memorable experiences was trekking to Everest base camp in 2011. A Canadian living in the San Francisco bay area for the past 15 years, Mr. Lee spends his time enjoying California weather and planning his next big vacation. He graduated from the University of Waterloo with a bachelorís degree in Urban and Regional Planning. Please visit www.revinate.com for more information.

Mr. Lee can be contacted at 415-347-8610 or kenny@revinate.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. 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.