• Q&A: Marcus Underwood, chief operating officer, MemberSuite

     
    POSTED September 5, 2019
     

These interviews are part of a series that highlights new hires within the industry. Have you recently started a new role or do you know someone who has? Submit your ideas to kassidy.tarala@tigeroak.com.

Marcus Underwood was recently named the chief operating officer of MemberSuite.

1. What are you looking forward to the most in your new role?

The team at MemberSuite is truly impressive, and I'm really looking forward to both learning and leading as the company continues to grow. There are always challenges, but our team is deep and experienced, and I'm really excited about the roadmap in front of us. 

2. How have past experiences prepared you for this role?

In previous roles, I've helped associations with their operational, technical and financial challenges, and an AMS is at the core of all of those. I've spent more than a dozen years in the association market, and I've learned what makes an association successful. I believe my experiences to-date will ultimately allow me to help MemberSuite grow more quickly. 

3. How did you get into the industry?

I've had previous experience running an AMS business, and when the opportunity arose at MemberSuite, I was thrilled to be able to get back involved in the space. AMS technology and strategy has continued to evolve, and MemberSuite is in a great position to innovate and excel. 

4. What are you hoping to achieve in your new role?

One of my main goals is to ensure MemberSuite has the industry's leading customer service and support. There are a lot of AMS companies out there, but I believe MemberSuite can and should put a stake in the ground around customer service. I am involved in many different parts of the business, but in the end, they all lead back to having a satisfied customer. 

5. What do you enjoy most about the industry?

The diversity of our clients is amazing. There truly is an association for everything, and I learn something new nearly every day. 

These interviews are part of a series that highlights new hires within the industry. Have you recently started a new role or do you know someone who has? Submit your ideas to kassidy.tarala@tigeroak.com.

Phillip Blane and Adela Toto were recently named general manager and director of sales and marketing for Kimpton Glover Park Hotel.

 

Gary Gill, telephone operator for The Broadmoor, earns the Heart of Hospitality award from The Above and Beyond Foundation.

1. How do you go above and beyond?

Our guests have a high expectation of service from The Broadmoor. Every team member strives to exceed that expectation; but, as I found out early on, the small things matter just as well.

 

These interviews are part of a series that highlights new hires within the industry. Have you recently started a new role or do you know someone who has? Submit your ideas to kassidy.tarala@tigeroak.com.

Jose Ortega was recently hired as the general manager of Dr. Wilkinson's Hot Springs Resort.

1. What are you looking forward to the most in your new role?