Editorial Board   Guest Author

Mr. Cobb

Lucas Cobb

VP, Integrated Planning, MMGY Global

Lucas Cobb currently leads the Account Planning practice with MMGY Global. MMGY, based in Kansas City, Missouri, is an integrated marketing firm with a 30-year history of providing objective driven advertising, online marketing, web and mobile asset development, social program management, CRM, and brand design services to travel industry clients. In this role he is in charge of translating MMGY’s insights garnered from market research and core client goals into hyper-targeted, measureable multi-channel campaign strategies. Prior to becoming the VP, Integrated Planning Mr. Cobb ran the interactive account management team and also acted as lead product strategist for MMGY’s mobile offerings. Mr. Cobb has been with MMGY for 3 years. In this time he has led the planning and implementation of projects for Barbados Tourism Authority, Dolce Hotels and Resorts, KSL Resorts, Silversea Cruises, and many others. From 2004 to 2009 Mr. Cobb was with another Kansas City firm, Barkley. At Barkley he was responsible for management and oversight of the agencies project management office that consisted of staff responsible for the execution of project assignments across on and offline mediums. He and his team worked on accounts ranging from Sonic Drive-in to Build-A-Bear Workshop and Pennsylvania Tourism. In the mid 1990s through the early 2000s Mr. Cobb worked as and Interactive Marketing Director, a web designer / developer and also ran his own interactive and direct marketing consulting practice. This background in early website development, ecommerce, traditional advertising and direct marketing coupled with his experiences implementing campaigns across such media has enabled Mr. Cobb to approach client opportunities without channel bias. Instead, he looks at every opportunity through a lens formed from quantifiable statistics and goal oriented thinking. Because, in the end, true success can only be achieved when strategy, implementation and measurement work in harmony. Mr. Cobb is a graduate of The University of Oklahoma and holds a Bachelors degree in Journalism with emphasis in professional writing.

Mr. Cobb can be contacted at 816-300-5169 or lcobb@mmgyglobal.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.