Kathleen Reidenbach eats, sleeps, and breathes customer experience: As chief commercial officer for Kimpton Hotels & Restaurants, it's in her job description.
But there are worse jobs than tooling around Amsterdam looking for inspiration for your company's new boutique property, and Kathleen loves her work. She's been with Kimpton for more than 15 years, playing key roles in the business, spanning from revenue management to marketing.
MarketingProfs invited Kathleen to Marketing Smarts to discuss how the hospitality industry has evolved, and how a 36-year-old brand continuously reinvents itself to stay competitive. Under her leadership, Kimpton's 60+ hotels and 80+ restaurants around the world are thriving, thanks to a strong global brand, smart revenue strategies, savvy marketing, and a committment to extraordinary customer experience.
Here are just a few highlights from our conversation.
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