Editorial Board   Guest Author

Ms. Kasner

Sara-Ann Kasner

CEO & Founder, National Concierge Association

Sara-ann Kasner has been a corporate Concierge in the Minneapolis-St. Paul area since 1992. In 1998, Ms. Kasner founded the National Concierge Association, an international networking organization for Concierge and hospitality industry businesses. As Chief Executive Officer she has been instrumental in developing the NCA Certification and NCA Endorsed Partner Programs and establishing chapters of the organization throughout the United States. In 1996, Ms. Kasner was named “Corporate Concierge of The Year” by Minneapolis-St. Paul magazine and received the prestigious gold key and lifetime achievement award from Where Magazine International in 1997. During her career, Ms. Kasner has been quoted in articles about concierge service by the Wall Street Journal, Entrepreneur Magazine, the Japan Times and “O” Magazine. Ms. Kasner is also a sought after public speaker on the subject of Concierge service. In May of 2012 she was the keynote speaker at a customer service forum to a group of hospitality professionals at the St. Kitts Tourism Authority in Basseterre, West Indies. Ms. Kasner is currently the Director of Concierge Services for Zeller Realty Group providing corporate concierge service to three office towers in Minneapolis and Bloomington, Minnesota.

Ms. Kasner can be contacted at 612-317-2932 or sara-ann@ncakey.org

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.