Editorial Board   Guest Author

Ms. McKay

Marigrace McKay

OpEx Professional, Self

Marigrace McKay is an experienced Strategic Management and Operations Excellence (OpEx), professional - and she loves her job! She has worked across many industries including but not limited to: hospitality, energy, telecommunications, DOD/engineering, consumer and durable goods. Her first post-college job was with Canadian Pacific Hotels in Washington, DC group sales in the association and diplomatic markets. She also sold for Holiday Inns International Canada (CHIC) - so she truly understands the inside workings of getting and growing satisfied hotel clientele and the hospitality industry in general. Ms. McKay is a F500 Project Manager of Change Management and Performance Improvement (PI). She has served key executive partner roles in accelerating business growth and strategic goal achievement. She is a certified Lean/Six Sigma Black Belt, and holds several professional HR Management certifications (SHRM-SCP, SPHR) including Change Management and as a Professional in Learning and Performance (CPLP). Ms. McKay earned a Master of Science, Management degree from The Johns Hopkins University. A 10-year career with leading consultancies formed her systems thinking. Recently with Mondelez International (formerly Kraft Foods) she led the leadership development program for 400 managers in the largest North America business unit. In that role Ms. McKay and her team designed and implemented an e-learning academy. This later proved to deliver a calculated 3-sigma learner effectiveness. For classroom learning, she managed 23,000 hours. She has managed HR Departments in union and non-union environments, 2,200 employees. Her favorite city is Barcelona - pinchos and tapas on the Med! 2nd fav? US State Parks.

Ms. McKay can be contacted at 423-653-7696 or mg62529@att.net

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.