Editorial Board   Guest Author

Ms. Sutton

Keiko Sutton

CEO, Kotobuki Seating International

Keiko Sutton is the owner and chief executive officer of Kotobuki Seating International, a New York-based designing and manufacturing company of high-end seating products. With a background in strategic consulting, operations, digital marketing, performance management, and big data analytics, Ms. Sutton has become the go-to analytics leader and has established a name for herself within the seating industry.

Ms. Sutton has been involved with several prestigious events and has presented at some of the industry's top conferences. She is also a long-standing member of the Digital Analytics Association, serving in the Media Analytics Special Interest Group.

For a little over a decade, Ms. Sutton has developed her career in strategic operations and analytics. Most recently, she was at Verizon Media, formerly known as AOL, where she supported the company's rapid turnaround through the use of data and analytics, establishing performance monitoring of Verizon Media's owned and operated assets' audience and traffic growth.

Kotobuki Seating International is a wholly owned subsidiary of Kotobuki Seating Co. Ltd. in Tokyo, Japan. As Kotobuki Seating continues to grow its presence across the world, Ms. Sutton has joined the team as the head of the New York-based Kotobuki Seating International, as a leader focusing on the group's marketing and sales growth in North America.

Ms. Sutton received a Masters of Business Administration in International Business from the prestigious George Washington University in Washington, D.C., as well as Bachelors of Arts in International Relations from Wheaton College in Norton, MA.

Please visit http://www.capsulebed.info/en/ for more information.

Ms. Sutton can be contacted at +1 212-691-2325 or keikosutton@kotobuki.co.jp

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.