Editorial Board   Guest Author

Mr. Billings

Brandon Billings

Vice President of Social Media & Content Strategy, MMGY Global Company

Brandon Billings and his teams develop social campaigns across owned, earned and paid channels for a variety of destinations, hotels and travel-related brands. As VP of Social Media & Content Strategy for MMGY a Global company, Mr. Billings makes sure these campaigns are transformative and drive honest engagement while aligning with client metrics.

Mr. Billings's 20 years of industry experience include award-winning work for McDonald's, Gold's Gym, MetLife, Wonder Bread, Princess Cruises, Radisson Hotels, VisitKC, South Dakato Tourism and the Kansas City Chiefs. Numerous Adrian Awards, Webby Awards and Web Marketing Association Awards include his name.

Mr. Billings has spent time on both the client and advertising agency side. He led digital for VisitKC the first part of his career. On the advertising agency side, he has directed social teams at leading retail and tourism agencies throughout his career. One of Mr. Billings's proudest accomplishments was helping reshape his hometown of Kansas City into a top-tier destination rooted in arts and culture. He also led social efforts to relaunch the iconic Hostess Snacks brand to a new generation.

MMGY Global is the world's largest integrated marketing company specializing in the travel, hospitality and entertainment industries. With nearly 40 years of experience within the industry, we offer services across all marketing channels in multiple markets throughout the world. Today, MMGY represents six brands with one goal: to inspire people to go places.

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

Mr. Billings can be contacted at +1 816-300-5191 or bbillings@mmgy.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.