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 February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.