Editorial Board   Guest Author

Ms. Turner

Kristina Turner

Corporate Director of Ecommerce & Marketing, Paramount Hospitality Management (PHM)

Kristina Turner is the Corporate Director of eCommerce & Marketing for Paramount Hospitality Management (PHM).  In her role, Ms. Turner is responsible for all traditional and digital marketing initiatives including paid media campaigns, public relations, social media, reputation management, customer engagement, and search optimization.  She and her team work to effectively drive awareness and direct bookings to their portfolio of hotels and resorts.   

A passionate and motivated professional, Ms. Turner is an expert who has a deep knowledge of the hotel industry as well as digital media.  Prior to her current position, she served as the Area Director of Marketing for Villas of Grand Cypress and The Grove Resort Orlando, where she oversaw a multi-million-dollar marketing strategy which included online advertising, public relations, social media, website content management, email campaigns, promotional activations and more.  Before that, she spent approximately 20 years with Hilton Worldwide where she worked her way up the ranks.  She eventually became the Director of eCommerce where she led a team of 16 people covering more than 600 independent franchise hotels in Florida, Latin America/Caribbean and the Southeast Atlantic regions.  Ms. Turner began her career in the hospitality industry at the Hilton in the Walt Disney World® Resort.

Throughout her career, Ms. Turner has been recognized for her hard work and dedication.  In 2018, she and her partner agency, were recognized as an Adrian Award Silver Winner at HSMAI for their "Look to Book" Remarketing Campaign. She was nominated for Hilton Worldwide's Circle of Excellence Award for three consecutive years and in July 2014, she was selected as part of Hilton's High Performer program, which targets the top performers in the company. 

Ms. Turner graduated Cum Laude from Everest University in Ft. Lauderdale, Florida where she earned her Bachelor of Science in Business Administration.  

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

Ms. Turner can be contacted at +1 321-593-1416 or kturner@phmemail.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.