Editorial Board   

Mr. Kistner

Mike Kistner

President, Chief Executive Officer & Chairman of the Board, Pegasus Solutions

Mike Kistner is the Chairman, President and Chief Executive of Dallas-based Pegasus Solutions, a global leader in providing technology and services to hotels and travel distributors. Mr. Kistner joined Pegasus as Chief Operating Officer from Best Western International, Inc., where he was Chief Information Officer and Senior Vice President of distribution, responsible for worldwide systems development and management. Before joining Best Western, Mr. Kistner was a Senior Vice President at Cendant Corp., where he implemented the largest-ever hotel technology rollout. Previously, Mr. Kistner worked for Super 8 Motels where he was Executive Vice President of operations, heading IT, reservations, corporate travel, guest service, convention planning, corporate and franchise insurance and facilities management. He also was Vice President for management information systems and reservations at HFS Inc. Mr. Kistner holds a bachelor of science degree in accounting and information systems from Northern State University, Aberdeen, S.D. and a master of science degree in information systems from Colorado State University. He is the past Chairman and current member of the e-commerce committee of the American Hotel & Lodging Association. From 2000 to 2005, he served as Chairman of the Open Travel Alliance (OTA) and has been recognized as one of the leading CIOs in the hospitality industry.

Mr. Kistner can be contacted at 480-624-6450 or mike.kistner@pegs.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.