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 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.