Editorial Board   Guest Author

Ms. Kang

Grace Kang

Managing Partner, Greenview

Grace Kang is managing partner of Greenview, a sustainability consulting and research firm providing hospitality organizations with their strategy, programs, and reporting, and hospitality industry with industry insight, trends and benchmarks. She oversees Greenview's Asia operations as well as co-develops the company's business plan and growth strategy.

Ms. Kang successfully rolled out the Greenview Portal, a software as a service online sustainability data management platform that makes tracking, measuring and improving in areas of sustainability and social responsibility easy and seamless. She leads a software development team and manages the development of the Greenview Portal 2.0 and industry benchmarking studies including the Green Lodging Survey, benchmarking sustainability operational best practices.

Ms Kang has a focused background in the hotel industry with over 15 years of experience in various functional roles, particularly in driving business through data analysis, reporting and strategic programs. She brings corporate perspective from working at top global hotel brands such as Starwood Hotels and Resorts and Marriott International.

At Starwood, Grace optimized the sales organization in underperforming markets by redesigning customer coverage models to drive revenue and gain market share, and managed and liaised with cross-functional teams to ensure that newly opening hotels have successful opening performances.

At Marriott, she led the lodging business plan for select service properties to quantify future investments and profit contribution of new openings, and conducted investment analyses to structure various transactions.

In addition to her hotel background, Ms. Kang gained Asia experience working at Samsung Card in Seoul, Korea. At Samsung Card, she designed a new premium customer experience strategy for Samsung Card VIP segment across all key servicing touch points to drive incremental revenue, developed the company's first international online affiliate program as a vehicle to expand into the international market, and partnered with global hotel companies and luxury travel networks to provide differentiated and high-end travel benefits to the top tiered members.

Ms. Kang earned two degrees from Cornell University, a Bachelor of Science from the Hotel Administration School and Master of Business Administration from the Johnson Graduate School of Management. Cornell is where she found her passion for the hospitality industry and teaching fitness. On her spare time, she continues to teach group fitness programs.

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

Ms. Kang can be contacted at +65 9623 1876 or grace@greenview.sg

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.