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Michael Kuenne and Kari Hensien

Michael Kuenne is the Senior Vice President – Chief Customer Experience Officer at Extended Stay America and is part of the organization’s leadership team with responsibility for Quality Assurance, Guest Relations & Brand Reputation, Brand Standards, Brand Programs, Training, and Enterprise Procurement. Previously, Kuenne held multiple leadership positions in the company’s Technology, Operations, and Human Capital organizations. As President of RizePoint, Kari Hensien is championing a new continuous quality initiative. Since travel and interpersonal interactions have been devastated by COVID-19, it’s been challenging for businesses to obtain regular third-party audits, which are integral to access and analyze key data and ensure safety compliance across the enterprise. Hensien is facilitating an increased self-assessment auditing model, where businesses and their locations can use RizePoint’s digital platform themselves, resulting in more frequent audits and broader visibility during the pandemic and beyond. Hensien can be reached at kari.hensien@rizepoint.com
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Three Tips for Winning Over Guests in 2021

The year 2020 was unlike any year the world could have imagined, and it was one of the most devastating years for the hospitality industry. Travel restrictions, stay-at-home orders, and concerns around COVID-19 have...