Editorial Board   Guest Author

Mr. Benjamin

Mike Benjamin

Co-Founder & Vice President, Guestware

Mike Benjamin is the Vice President of Sales and co-owner of Guestware - a hospitality customer relationship management (CRM) and Guest Experience software and solution provider. Mr. Benjamin co-founded the company in 1990 after working at Boeing for five years as a Mechanical Engineer. In the early days of the company, the business developed custom software for many industries. By 1993, they had established a niche in the lodging industry with an innovative guest response system used by hotels to track service requests and problems. By 1996, the software had evolved into a fully developed hotel CRM system for hotels and resorts, and the trade name Guestware was formed.

Guestware is a powerful, integrated Guest Experience Platform used by hospitality companies around the world to attain the highest levels of guest satisfaction. Guestware collects, manages and reports on all guest information in one comprehensive database, enabling hotels and resorts to improve the guest experience while enhancing operational efficiencies. Behind the scenes, Guestware delivers actionable information to the right people by complementing and enhancing existing property management systems, hotel operations, and marketing to help hospitality companies share information and realize departmental collaboration—all with the goal of improving the overall hotel guest experience.

Mr. Benjamin is actively involved in many aspects of running the business including strategic planning, marketing, and major account management. In addition, he leads the sales team, professional services group and business partner relations at Guestware.

Mr. Benjamin is actively involved in the international expansion of the business with over 1500 implementations globally. 

Please visit http://www.guestware.com for more information.

Mr. Benjamin can be contacted at 206-233-0110 or mike.benjamin@guestware.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.