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 February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.