Editorial Board   Guest Author

Mr. Black

Jon Black

Principal Consultant, Clarabridge

Jon H. Black is a Principal Consultant within the Client Services division of Clarabridge, a SaaS customer experience management (CEM) company. Joining Market Metrix in 2011, Jon was a Statistical Analyst and a Product Manager of Analytics. In 2014, Clarabridge acquired Market Metrix. Mr. Black brought 15 years of management and statistical analysis experience from the hospitality and Internet sectors. He currently uses econometric techniques to perform leading hospitality research and predictive modeling for clients' custom studies and industry publications. Mr. Black consults closely with client executives to detail insight using their customer feedback in order to better manage and grow their businesses. Mr. Black lived 10 years in Turkey, he first became published when writing and editing for the industry/country journals The Oil and Gas Year and The Business Year. He wrote on the Banking & Finance, Oil & Gas and Tourism industries for Kurdistan, Iran, Egypt and Libya (pre-Arab Spring). In the USA, his works and analyses have been featured in the industry periodical Hotel Management, Tnooz, Scholastic News and USA Today. Mr. Black has an M.S. in Financial Economics from Yeditepe University, Istanbul, Turkey and a B.A. in Hotel & Restaurant Administration from Washington State University. He currently lives in San Rafael, CA with his wife and twin 7-year-olds.

Mr. Black can be contacted at 415-526-4643 or Jon.Black@clarbridge.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.