Editorial Board   Guest Author

Mr. Cohen

Steve Cohen

Chief Executive Officer, LMS, Inc.

Steve Cohen is the founder of LMS, Inc., acting as CEO and President since 1994. Over the last 4 years, he has led the company through a time of exponential growth, resulting in LMS being recognized as one of the fastest-growing companies in the United States, as mentioned on the Inc. 5000 list of America's Fastest-Growing Private Companies.

Mr. Cohen most recently founded a subsidiary brand to LMS, Guest Experience Maximization (GEM), a brand that supports the travel, tourism and hospitality industry. His success stems from his passion to embrace new opportunities and his penchant for innovating personalization technologies that have significantly improved customer engagement and experiential transactions.

Mr. Cohen has over 30 years of experience in consumer and hospitality industries, including 10 years at The Walt Disney Company. This experience prepared him to lead a data-driven consulting firm focused on enhancing the customer journey.

Together with his team of innovators, Mr. Cohen forms game-changing strategies and assist brands in gaining market share, improving brand equity and brand loyalty. They work together to advance new proprietary tools to benefit their nationally-recognized partners in the travel, tourism, hospitality, health, gaming, and service-driven industries.

Mr. Cohen is an avid industry authority who has had the opportunity to work with game-changers in the experience industry and continues to contribute to the landscape of experience innovation by offering first-hand expertise to his industry-leading partners. He most recently spoke at the Florida Restaurant and Lodging Show about delivering and establishing the optimal customer experience.

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

Mr. Cohen can be contacted at +1 407-352-2007 or scohen@lmsonline.com

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.