Editorial Board   Guest Author

Mr. Dutton

Geoff Dutton

Co-CEO, Kipsu

Geoff Dutton is a serial entrepreneur and Co-CEO of Kipsu, a company devoted to enhancing customer experience through new communication channels. Kipsu, a company he co-founded in 2010, has developed into the market leader in text based engagement solutions for the hospitality market and is today working with many of the hospitality industry leaders to make dramatic improvements in guest satisfaction scores, improve standing amongst social media sites, reduce franchise penalties, drive repeat business and improve market position. Mr. Dutton and his team at Kipsu have developed a proprietary system for anticipating customer engagement opportunities, crafting messaging to engage guests at the “point of pain,” and maintaining guest engagement pre and post the service experience. Mr. Dutton previously co-founded MXAPP, a company focused on mobile marketing in the restaurant industry. Kipsu is based in Minneapolis, Minnesota and is serving hospitality leaders throughout the United States. Mr. Dutton can be contacted at (507) 254-6428 or Geoff@kipsu.com. Mr. Dutton holds a bachelor's degree in Entrepreneurship from the Carlson School of Management at the University of Minnesota.

Mr. Dutton can be contacted at 507-254-6428 or geoff@kipsu.com

Coming up in December 2020...

Hotel Law: Protecting Guest Privacy

Every business is obligated to protect their customers from identity theft but unfortunately, data breaches have become all too common. In an effort to protect a guest's right to privacy and to safeguard their personal data, the European Union passed a General Data Protection Regulation (GDPR) that could hold hotels legally liable for any breaches that expose a customer's sensitive personal information. Though the GDPR only pertains to EU citizens' data, any international business that mishandles their data can be legally responsible. Another legal issue of concern is the fight involving hotel "resort fees." Several states attorney generals have recently filed suit against two major hotel chains in an effort to litigate this practice. Their suit alleges that these companies are "engaged in deceptive and misleading pricing practices and their failure to disclose fees is in violation of consumer protection laws." The suit seeks to force the hotel chains to advertise the true price of their hotel rooms. There are several other legal issues that the industry is being forced to address. Sexual harassment prevention in the workplace is still top of mind for hotel employers-particularly in New York and California, which now statutorily require harassment training. Hotels and motels in California will also soon be required to train all their employees on human trafficking awareness. Immigration issues are also of major concern to hotel employers, especially in the midst of a severe labor shortage. The government is issuing fewer H2B visas for low-skilled workers, as well as J-1 visas for temporary workers. Though there is little hope for any comprehensive immigration reform, hotel lobbying groups are actively seeking legal remedies to alleviate this problem. These are just a few of the critical issues that the December issue of the Hotel Business Review will examine in the area of hotel law.