Editorial Board   Guest Author

Ms. McCleese

Gail McCleese

Co-Leader Global Hospitality Design, Gensler

Gail McCleese is the co-leader of the global Hospitality design practice area at Gensler, the world's largest architecture, design and planning firm. She also serves as Design Director, Design Experience Leader, Client Relationship Leader and Studio Director within the firm's Houston office.

With more than 30 years of hospitality experience — 25 of those at her own, award-winning design firm — Ms. McCleese has an in-depth knowledge of the global hospitality industry and a flair for crafting inviting and memorable experiences for guests. At her core, Ms. McCleese is a positive-thinking, sensory designer driven to create spaces that speak to all human senses. She has been recognized for her award-winning interiors of high-end restaurants, four- and five-star luxury hotels and resorts, casinos, and active aging environments. Her client roster includes Hyatt, Hilton, Omni, Landry's, InterContinental Hotels, Kimpton, and Wanda Hotels & Resorts.

Ms. McCleese is an active member of American Society of Interior Designers (ASID) and the ACE Houston Mentor Program. She has served as Executive Vice President and Membership Chairperson of the Houston chapter of Network of Executive Women in Hospitality (NEWH). Ms. McCleese has spoken at a number of local and national industry events throughout her career, most recently discussing the future for meeting and conference venue spaces at the International Association of Conference Centers' (IACC) Meeting Room of the Future Showcase in Toronto. She was also a contributor to the firm's latest research into Hospitality Design as included in the Hospitality Experience IndexSM, the culmination of a multiyear, mixed-methods research effort leveraging ethnographic research and a 1,200-person survey to find patterns in how guests interact with hotel environments.


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

Ms. McCleese can be contacted at +1 713-209-7962 or gail_mccleese@gensler.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.