Editorial Board   

Mr. Kiesner

Steve Kiesner

Director of National Accounts, Edison Electric Institute

Steve Kiesner is Director of the Edison Electric Institute's National Accounts Program. Based in Washington, D.C., EEI is the trade association of shareholder-owned energy companies. Its members produce approximately 79% of all of the electricity generated by electric utilities in the US. EEI's National Accounts provides multi-site companies with marketing information and intelligence. It also serves as a clearinghouse of information for the industry and provides forums for its members and multi-site national customers to engage one other-conduct business, discuss important issues, and share information. The National Accounts program also provides grass root lobbying initiatives with commercial customers. Steve has been with EEI's National Accounts since August, 1996. Before EEI, Steve was with the Potomac Electric Power Company (Pepco) for seven years where he served as customer representative for the federal government including the GSA, White House, Architect of the U.S. Capitol, National Parks Service, Smithsonian Institution, FBI, and several federal agencies others. He also was involved in implementing Pepco's Curtailable Load Program, an end-use management program for large commercial customers. Steve has a B.S. degrees in Economics and Business-Finance.

Mr. Kiesner can be contacted at 202-508-5000 or skiesner@eei.org

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.