Editorial Board   Guest Author

Ms. Kew

Rauni Kew

Public Relations & Green Program Manager, Inn by the Sea

Rauni Kew's background is in marketing and public relations. Currently working in hospitality, she manages Public Relations & Green Programs for Maine's luxurious Inn by the Sea, and Public Relations for The Maine Innkeepers Association.

Ms. Kew served on the Maine Tourism Commission, has been a board and executive member of the Greater Portland CVB for 7 years and was the immediate past Chair, and is the Greater Portland Regional Representative for the Maine Office of Tourism. She frequently has published articles on sustainable hospitality in industry journals.

Previously Ms. Kew was Marketing Director for a Chemical Process manufacturer, launching a high speed dispersion process and equipment that reduced sludge in activated wastewater treatment plants. She worked in the technology sector for an Internet screen sharing provider, and earlier, in the production offices for CBC television news in New York and at the United Nations.

Please visit http://www.innbythesea.com for more information.

Ms. Kew can be contacted at +1 207-799-3134 or rkew@innbythesea.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.