Editorial Board   Guest Author

Ms. Moughan

Liz Moughan

Senior Director, Global Industry Practice Group, Kronos Incorporated

As senior director of the global industry practice group at Kronos Incorporated, Liz Moughan is tasked with determining the company's strategic direction across sectors globally. She is also responsible for partnering across sales, services, and customer support to achieve sales growth and customer satisfaction goals. Ms. Moughan joined Kronos in 2003, and since then has served in various marketing roles, most recently as head of the retail and hospitality practice group. Among her notable accomplishments, Ms. Moughan played a key role in the launch of Kronos mobile workforce management solutions working cross functionally with various engineering, marketing, and sales teams. She also frequently travels across the world to talk to Kronos customers and partners, and is well versed in global workforce management strategies. Prior to Kronos, Ms. Moughan worked at a leading high- tech public relations agency, Lois Paul & Partners. Ms. Moughan is a member of the National Retail Federation and the Retail Orphan Initiative and earned her bachelor's degree in Communication Disorders from the University of Massachusetts, Amherst. She is frequently quoted in publications such as RIS News, Reuters, STORES, and The Wall Street Journal.

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

Ms. Moughan can be contacted at 978-250-9800 or lmoughan@kronos.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.