Editorial Board   

Mr. Suggs

Blake Suggs

Account Director & Integration Specialist, Range Online Media

Blake Suggs joined Range Online Media in 2005, already having completed a successful career in retail management. He transitioned to agency work and quickly began offering his hands-on expertise and strategic insight to clients representing the travel, retail and energy sectors. Mr. Suggs heads up fully-integrated interactive campaigns and specializes in finding new and innovative ways for clients to reach their target markets and increase revenue online. An expert in cross-tactic strategy, he ensures the successful integration of multiple campaign channels, including paid search, SEO, feeds, media and conversion optimization techniques across his client roster. Mr. Suggs currently offers his strategic insight, campaign creation and implementation oversight to clients including Wyndham Hotels and Resorts, Charming Shoppes, Reliant Energy, Wingate by Wyndham, Sears Service Live, Hawthorn Suites and Handango. Mr. Suggs received his B.A. in Advertising from the University of Texas at Austin.

Mr. Suggs can be contacted at 817-509-0348 or blake@rangeonlinemedia.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.