Editorial Board   Guest Author

Mr. Masuda

Mark Masuda

Vice President of Sales & Marketing , AmericInn

Mark Masuda is Vice-President of Marketing and Sales for AmericInn Hotels and Suites based in Chanhassen, MN. Mr. Masuda is responsible for AmericInn's national sales team as well as the company's digital and brand marketing. Prior to AmericInn, Mr. Masuda's leadership roles in hospitality sales, marketing, and distribution included stints at Northwest Airlines, Carlson Wagonlit Travel, and Carlson Rezidor Hotels. Mr. Masuda earned his Master's of Business Administration at the Curtis L. Carlson School of Management in Minneapolis and earned his Bachelor's degree from Minnesota State University in Mankato, Minnesota. Mr. Masuda is married, has two daughters and a son and resides in Edina, Minnesota.

Mr. Masuda can be contacted at 952-294-5000 or mmasuda@americinn.com

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.