Editorial Board   Guest Author

Ms. Berman

Westley Berman

E-Commerce Manager, Kokua Hospitality

Westley Berman is the eCommerce Manager for Kokua Hospitality, a hotel management company based in Chicago, Illinois. Joining the company in 2010, Ms. Berman started as Kokua's social media and marketing coordinator and has been promoted various times to her current position. She leads Kokua Hospitality's eCommerce marketing efforts, currently overseeing a combination of six independent and branded hotels nationwide, including DoubleTree by Hilton Chicago Magnificent Mile, DoubleTree Suites Houston by Galleria, Inn of Chicago, Axiom Hotel, and Hyatt Place Waikiki Beach. She also oversees all social media, reputation management, website development, and creative marketing efforts for each hotel in addition to Kokua Hospitality. Ms. Berman's career began in the advertising industry at a multicultural marketing and advertising agency called the San Jose Group based in Chicago. She was primarily responsible for trafficking Hispanic TV, Radio, and Print ads for Magnum Insurance, Harley Davidson, AstraZeneca, Illinois Bureau of Tourism and American Family Insurance. Later on, she became Project Manager at Chicago's Young & Rubicam responsible for close-captioning Sears Kenmore and Craftsmen TV ads, Sears Home Appliance TV spots, and Sears LL Cool J apparel line. Ms. Berman graduated with a Bachelor of Science degree in Spanish and Integrated Strategic Communications from University of Kentucky in Lexington, Kentucky. She is an active brand representative or "Skimbassador" to theSkimm, a media company that has the fastest growing email newsletter responsible for transforming the morning routines and news consumptions for female professionals.

Ms. Berman can be contacted at 312-644-4800 ext. 4801 or westley.berman@kokuahospitality.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.