Editorial Board   

Mr. King

Robert King

General Manager, Travel & Hospitality, ClickSquared

With more than 20 years of experience in the travel and hospitality industry, Robert King has held marketing, sales and senior management positions at a variety of organizations. Mr. King works with ClickSquared clients throughout North America, Asia and Europe to develop and implement highly targeted, timely, interactive customer relationship programs that result in increased ROI. Prior to joining ClickSquared, Mr. King was with Intrawest Corporation in Vancouver, BC where he was senior vice president of marketing and sales. At Intrawest, Mr. King was responsible for creating a fully integrated CRM system that resulted in more than $120 million annually in resort revenue. Before Intrawest, Mr. King was vice president of Turnworks, Inc. a Houston-based private equity/consulting firm. Prior to Turnworks, he held senior-level positions at Neat Group, Inc., a start-up Internet distribution company and Continental Airlines, Inc. At Continental, Mr. King was a staff vice president and managed its North American field sales organization, a network of over 50 city ticket offices and an outbound telesales operation that collectively generated more than $5 billion in annual revenue.

Mr. King can be contacted at 480-603-9403 or bking@clicksquared.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.