Editorial Board   Guest Author

Mr. Lane

Nate Lane

Senior Director Business Development, Pegasus

Nate Lane is a senior global director of business development, product development, and agency operations with 10+ years of experience driving growth and innovation as an "intrapreneur". He has led teams and business lines for B2B/B2C SaaS/PaaS marketing technology providers, digital advertising networks, data-sharing marketplaces, software developers, and hardware manufacturers.

Mr. Lane's formal education includes an MBA & BS in Internet Marketing and he has taught at the college-level on such topics as digital marketing, social media, revenue management, and promotions strategy. He joined Travel Tripper & Pegasus in early 2016 to lead and scale the Web Agency group and focus on building products and services to empower hoteliers to take back control and level the playing field with OTAs - in turn increasing direct booking contribution and revenue share.

As of today, the Web Agency group works with hundreds of hotels and Nate has moved into a sales and business development role, overseeing the West Coast North America territory and strategic digital enterprise accounts.

Since 2017, Mr. Lane has become an expert on a major challenge facing the hotel industry, website ADA Compliance. While witnessing the rise of ADA Compliance lawsuits and the risk that hotels face when achieving compliance is not taken seriously, he led the initiative to build and operationalize the first ADA Compliance Real-Time Monitoring Platform available to hotels. In addition, the web design and web development teams within Pegasus embrace Inclusive Design as a standard, not an afterthought.

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

Mr. Lane can be contacted at +1 628-999-2741 or nate.lane@pegs.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.