Editorial Board   Guest Author

Mr. Sockell

Jonathan Sockell

Product Marketing Manager, Medallia

Jonathan Sockell is Product Marketing Manager at Medallia, the global leader in SaaS Customer Experience Management (CEM) solutions. At Medallia, Mr. Sockell serves as the conduit between the business needs and challenges of Medallia's global client base and Medallia's CEM technology offering. Mr. Sockell manages the hospitality, retail, and automotive verticals, and works to uncover the latest consumer insights to guide technological development efforts to where the marketplace is headed, so Medallia's clients can continue to deliver world-class customer experiences by leveraging SaaS technology. Currently, Mr. Sockell leads a quarterly hospitality roundtable with Medallia's hospitality client base, where he presents on the latest customer experience trends and facilitates client discussion on how hotels can leverage technology to better engage with customers. Recent presentations have included best practices for taking action on social media, engaging hotel guests on mobile through in-the-moment feedback, and strategies to increase guest feedback response rates by using text analytics to reduce survey questionnaires. Prior to joining Medallia, Mr. Sockell held marketing and data analysis roles at Asurion and Tapjoy to drive new product development. Previous to that, Mr. Sockell held research and sales positions at Fisher Investments and at Bloomberg. He also co-founded ForwardPro Partners to create hyper-targeted marketing campaigns for high-net-worth investment firms to increase lead flow and assets under management. Mr. Sockell has a BA in Economics from Washington University in St. Louis, and an MBA from Vanderbilt University.

Mr. Sockell can be contacted at 650-321-3000 or jonathan@medallia.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.