Editorial Board   Guest Author

Ms. Phillips

Molly Phillips

Manager of Corporate Social Responsibility, Pan Pacific Hotel Seattle

Molly Phillips began her career in hospitality as Concierge for Four Seasons Hotel Philadelphia. She was a founding member of the “Green Team” for the hotel and achieved many successes in this area for the hotel; starting a hotel-wide recycling and composting program and working with Engineering Dept. on energy saving initiatives. In 2006, the hotel was awarded “Recycler of the Year” by the Greater Philadelphia Commercial Recycling Council. Ms. Phillips moved to Seattle and began working for Kimpton Hotel Group in 2007. After completing a degree in Sustainable Business, she was named Manager of Sustainable Partnerships for all three Seattle Kimpton hotels. She created a pilot program to set companywide standards and metrics for monitoring the hotel's environmental footprint and represented the company on panels, roundtable discussions and press interviews. The pilot program was then adopted company-wide to provide footprint analysis for guest rooms and meetings. Ms. Phillips joined Pan Pacific Hotel Seattle in 2010 as Manager of Corporate Social Responsibility. She created and is evolving the PanEarth Program to explore and improve upon all aspects of their environmental and social sustainability. Ms. Phillips was born and raised in Pittsburgh, PA and graduated with a B.A. in Communications / Media from Indiana University of Pennsylvania. In 2008, she graduated from Bainbridge Graduate Institute with a degree in Sustainable Business.

Ms. Phillips can be contacted at 206-323-3733 or molly.phillips@panpacific.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.