Editorial Board   Guest Author

Mr. Patterson

Burns Patterson

Executive Vice President, Middleton & Gendron

Burns Patterson is Executive Vice President at Middleton & Gendron (www.mg-pr.com) a New York-based PR and brand communications agency that is one of the country's leading hospitality, travel and lifestyle agencies. Mr. Patterson also heads the agency's digital practice. His 20+ years in public relations have included roles as director of public relations for Madison Square Garden Sports Properties, and director of PR and new media for Historic Hudson Valley. Headquartered in New York City, M&G is a mid-sized public relations and brand communications agency with an office in Los Angeles, and affiliate partners in London, Dublin, Frankfurt, Velden (Austria), Mexico City, Hong Kong, Singapore and Tokyo. The agency is staffed by former journalists, corporate communications professionals, agency veterans and rising stars. Over the past eight years at M&G, Mr. Patterson has led account teams for travel and hospitality clients including: Orbitz; Wyndham Hotels and Resorts; KSL Resorts; Capella Hotels and Resorts; Elegant Hotels; Flight Options; and MeetingTrader. He has also directed social influence marketing campaigns or specific social media promotions for The Setai Fifth Avenue; La Costa Resort & Spa; Sanctuary Resort & Spa; The Homestead; and the Trump Hotel Collection, among many other clients. Beyond the travel and hospitality sector, Mr. Patterson leads the account teams for Chopin Vodka, currently running his favorite Facebook photo contest, titled “Show Your Bartender Some Love,” and for American Water (NYSE; AWK), the nation's largest publicly-traded water and wastewater utility. The most popular recent M&G client among Mr. Patterson's kids, though, has been FAO Schwarz, the world's most famous toy store. Mr. Patterson lives with his family in Sleepy Hollow, NY. He can be reached on Facebook at www.facebook.com/burnspatterson or on Twitter at www.twitter.com/burnspatterson.

Mr. Patterson can be contacted at 212-980-9060 or bpatterson@mg-pr.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.