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 31264448004801 or westley.berman@kokuahospitality.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.