Editorial Board   

Mr. Mayne

Lonnie Mayne

President, InMoment

Lonnie Mayne has dedicated his career to helping companies drive bottom-line results by transforming their way of doing business from the status quo, to a high-performance, customer-centric model.

Currently president at InMoment, a customer experience optimization platform, Mr. Mayne is charged with building a people-centered culture with the company's internal customers (our employees), as well as with their 350 global clients. His professional journey includes running worldwide sales & marketing operations and serving on international boards of directors. The companies he has worked both for and with include some of the largest and most successful brands in a variety of ultra-competitive industries, including retail, food, technology, and sports entertainment.

Mr. Mayne's expertise in building wildly prosperous, customer-centric organizations is in high demand, and he spends a good portion of his time consulting with C-level executives and speaking publicly. He pioneered the Red Shoes Experience concept, and uses that platform to inspire others to create and deliver authentic, memorable relationships. Lonnie's laser focus on the customer is driven by decades of experience and a deep belief that centering business around human beings is what drives good companies to become great.

Please visit http://www. for more information.

Mr. Mayne can be contacted at +1 801-263-2333 or lmayne@inmoment.com

Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.