Editorial Board   

Ms. Shaw

Stacy Shaw

President & Founder, m-k-t-g

Stacy Shaw is the president and founder of m-k-t-g, a full-service marketing communications agency focused on the hospitality industry, the agency works with companies that engage in lodging, dining, entertainment, development, tourism, recreation and gaming. Stacy brings over 20 years of marketing and hospitality experience to m-k-t-g. With a communications degree from Eastern Illinois University, Stacy began her marketing career at Foote, Cone & Belding. Her continued success within the advertising industry eventually led her to DraftWorldwide, the largest direct and promotions agency in the United States. In her role as executive vice president/managing director Stacy had oversight for key accounts such as Six Continents Hotels, General Motors Cadillac, Microsoft and Equal Sweetener. Throughout her career, Stacy continued to gravitate towards clients in the hospitality industry. Her passion for the hospitality industry resulted in her departure from the world of advertising. Stacy spent seven years at Hyatt Hotel Corporation in a variety of senior level positions. While at Hyatt, Stacy was responsible for the development and execution of brand communications, field marketing, corporate partnerships, owner relations and new hotel openings. She served on the Hyatt Diversity Council and was the winner of Hyatt's Marketing Professional of the Year in 1996. Stacy continues to leverage her passion for the industry and her extensive marketing background at m-k-t-g. She helps create innovative marketing strategies to benefit such high profile clients as Preferred Hotels and Resorts Worldwide, Westin Hotels and Resorts, Grand Teton Lodge Company, and Senior Lifestyle Corporation.

Ms. Shaw can be contacted at 312-202-6935 or sshaw@m-k-t-g.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.