CHRISTINE MOFFETT
CIO, THE KESSLER COLLECTION
Christine Moffett is chief information officer at The Kessler Collection. She joined the company in 2022 after spending 17 years in the sports and entertainment industry, serving as CIO at three high-profile sports organizations—NASCAR, the Arizona Coyotes NHL and the Arizona Diamondbacks MLB—where she leveraged technology to boost the fan experience. She leads Kessler in planning and implementing enterprise information systems, infrastructure and solutions to support both distributed and centralized business operations. She also serves on the technology advisory board for Marriott, is a member of the Insight advisory council, serves on the advisory board for Florida CIO, and serves as a council member for the Hospitality Financial and Technology Professionals.
One of her key initiatives at Kessler was the establishment of a four-year strategic technology roadmap, which incorporated a few unorthodox strategies. “I think outside the box and look at solution providers that aren’t necessarily hotel technology companies,” she said. Likewise, she created an IT mission statement for business continuity that includes everything from cloud back-up to proactive monitoring. “We’ve optimized our IT processes from start to finish, including upgrading our internet connectivity.”
Moffett also established a new mindset and culture for the Kessler IT department, adding 11 highly skilled staff members and creating a service-focused unit. “Our IT team is now a business partner. We offer a white glove internal customer service experience for our general managers and operational staff.”
Next, she and her team turned their attention to implementing updated technology throughout the organization and completed 182 IT-related projects in only 13 months. “We modernized from the ground up at the corporate level and at every hotel property,” she said. They also established a multi-dimensional security ecosystem that moves Kessler toward a zero-trust architecture.
As for solution providers, Moffett has implemented a few new ones, including Logitech’s videoconferencing system at both the property and corporate levels. She also employed two solutions from Ubiquity with enormous success: the company’s Wi-Fi platform and surveillance application. And, at Kessler’s newest property, she is using Lutron technology to automate lighting, window treatments and temperature controls, and she plans to retrofit other hotels within the next few years.
Additionally, she eliminated cable for guest room television and partnered with Insight and Samsung to deploy Samsung LYNK Cloud for multimedia hosting and streaming services. “We offer more than 500 channels and can manage every TV at the property level 24/7,” she said. Kessler’s marketing team can also upload content, including custom videos and messages, quickly and easily. Best of all, guests love the service and the company is saving more than a million dollars annually.
Moffett’s plans include replacing outdated PBX phone systems with a hybrid solution that utilizes artificial intelligence, machine learning and the cloud. She’s also leveraging the Microsoft 365 suite to take advantage of its many applications. “The industry is facing some tough financial times,” she concluded. “But if we think creatively and leverage the right technology, we can elevate guest service and reduce operating costs.”
CHRISTINE’S INDUSTRY PREDICTIONS:
MACHINE LEARNING WILL BE GAME-CHANGER.
“Algorithms that analyze guest preferences will improve revenue management and offer more personalized experiences.”
BIOMETRICS AND FACIAL RECOGNITION WILL TAKE HOLD.
"These systems can streamline check-in and check-out and improve guest security.”
SMART ROOMS WILL ELEVATE THE GUEST EXPERIENCE.
“Smart technology will increasingly allow guests to create their own customized and home-like experiences,” SHE SAID
