Editorial Board   Guest Author

Mr. Robinson

Marcus Robinson

Chief Experience Officer, Monscierge

Marcus Robinson is a veteran international entrepreneur with over 15 years of experience in the American, European and South African telecom and software industries. During his tenure abroad, Mr. Robinson was the Managing Director for multiple companies, including Amcat EMEA and UK Digital.

As the Managing Director of Amcat, he spearheaded their launch into Europe, and successfully grew the brand into a market leader in under 5 years. It was during this time, pursuing global markets for Amcat, that he recognized a significant challenge facing the hospitality industry - both the smartphone revolution and the advent of social media altered the way hotels would need to communicate with travelers.

Using technology throughout the entire travel lifecycle became imperative as guests' expectations of hotel-utilized technology was growing faster than hotels could implement solutions. Upon returning to the United States, Mr. Robinson founded the hospitality technology firm Monscierge.

Monscierge is a global company helping hotels and travelers connect for a better travel experience. His idea was to build technologies and strategies born of an innovative culture that was focused on being easy to use, scale, and do business with - all while still maintaining affordability.

Mr. Robinson and his team have spent the last five years working side-by-side with hotel employees and staff to develop tools that meet real day-to-day challenges for those in the hospitality industry. His philosophy of learning directly from the client has nurtured a culture of collaboration throughout the entire company. Initially launching the product line with touchscreen lobby devices, Mr. Robinson's idea was to provide a sense of comfort to travelers from all over the world by delivering trusted local information through the same technology hotel guests expect and use throughout their daily lives.

Today, the Monscierge suite touches every phase of the guest journey, from planning to post-stay, and is available in hotels around the world on smartphones, tablets, web, and lobby digital signage.

Mr. Robinson can be contacted at 888.426.5730 or marcus.robinson@monscierge.com

Coming up in March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.