Editorial Board   Guest Author

Mr. Kerstiens

Sonny Kerstiens

Regional Director of Sales & Marketing, Marriott Denver Cherry Creek & Napa Valley

Sonny  Kerstiens is the Regional Director of Sales & Marketing overseeing Colorado's JW Marriott Denver Cherry Creek and California's Napa Valley Marriott Hotel & Spa.

With more than a 15 years of hospitality experience, Mr. Kerstiens has an exceptional track record of top-line revenue growth, revenue stream creation, group and BT/leisure sales, revenue management, marketing strategy, event management, exceptional customer service levels and owner relations.

Both hotels are managed by Sage Hospitality, one of the nation's top hotel investment and management companies. Mr. Kerstiens has overseen the sales team at the Napa Valley Marriott since 2013. He previously served as the Regional Director of Sales & Marketing at the Embassy Suites by Hilton Denver Downtown. 

Mr. Kerstiens has earned numerous honors from Sage Hospitality, including winning the 2017 Sage Hospitality Sales Trendsetter Award for Sales Team Innovation & Performance and the 2016 Sage Hospitality Torch Bearer Award as the Sales & Marketing Leader of the Year and the 2016 Sage Hospitality Mentor of the Year Award.

A graduate of California State University - Chico, Mr. Kerstiens started at the Lodge at Vail as a Sales & Marketing Coordinator before spending more than a decade in sales at the Vail Marriott Mountain Resort, starting as a Sales Manager in 2002 and eventually being promoted to the position of Director of Sales & Marketing, where he spent more than three years. While Mr. Kerstiens was DOSM at the Vail Marriott, the hotel was honored with the Marriott Global Property Sales Team of the Year award, as well as the Event Management Team of the Year award. 


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

Mr. Kerstiens can be contacted at 866-238-4218 or sonny.kerstiens@sagehospitality

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.