Editorial Board   Guest Author

Ms. McClure

Dawn McClure

Senior Sourcing Manager, Experient

Dawn McClure has over eighteen years' experience in the hotel, conference, and tradeshow industry. She joined the Experient Strategic Sourcing team in 2015 partnering on site selection and contract negations for numerous association clients. Her vast portfolio of accounts represents an array of business needs from in house programs to mini-wides and city-wide programs both domestic and international.

Prior to joining Experient, Ms. McClure worked with site selection, venue contracting, and ground transportation sourcing domestically and internationally for one of the world's leading medical technology companies. Her experience in this role coupled with six years of hotel operations experience and seven years as a Sales Manager for a large independent hotel company gives her a keen ability to understand her planners meeting and event needs and the inner workings of the hotel industry. This experience helps her champion mutually beneficial partnerships for both parties while maximizing savings and mitigating risks for her programs.

Ms. McClure holds a Bachelor of Arts in Organizational Communication and a Master of Business Administration from Rollins College in Winter Park, FL where her studies focused on Strategy, Quantitative Business Analysis, Economics, and Global Business.

Ms. McClure has earned her Foundations Level Certification in Experience Design from the Maritz Institute Community of Designers concentrating on the practice of designing products, processes, services, and events with focus on the quality of the user experience. She also participates as a Global Destinations Expert in the Strategic Sourcing Team's Global Education initiative.

Please visit http://www.experient-inc.com for more information.

Ms. McClure can be contacted at +1 407-614-8436 or dawn.mcclure@experient-inc.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.