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 August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.