Editorial Board   Guest Author

Ms. Noone

Breffni Noone

Associate Professor, School of Hospitality, The Pennsylvania State University

Breffni M. Noone is an Associate Professor at the Pennsylvania State University School of Hospitality Management where she teaches courses in revenue management and service operations management. Before joining the Pennsylvania State University, she held a visiting professor position in the School of Hotel Administration at Cornell University, and was on faculty at the Dublin Institute of Technology, Ireland. Dr. Noone earned her doctorate from Cornell University. She also holds an M.B.S. from Dublin City University, Ireland and a B.Sc. (Mgmt.) from Dublin University, Trinity College, Ireland. Dr. Noone is the recipient of outstanding teaching, research, and advising awards. She was honored with the Penn State College of Health and Human Development Teaching Excellence Award in 2013 and 2016, the National Society of Leadership and Success Excellence in Teaching Award in 2012, and the Penn State College of Health and Human Development Alumni Award for Teaching Excellence in 2010. In 2012, she received the Journal of Hospitality & Tourism Research Article of the Year Award, and was recognized with the Penn State Schreyer Honors College Excellence in Advising Award in 2014. Dr. Noone’s research interests include revenue management and pricing in the restaurant, hotel, and golf industries. Most recently, her research has focused on the influence of non-price information, including user-generated content and images, on consumer reaction to hotel prices. Her work has been published in journals such as Journal of Revenue and Pricing Management, Cornell Hospitality Quarterly, Journal of Service Management, International Journal of Hospitality Management, and Journal of Hospitality & Tourism Research. She has authored several book chapters, and national and international conference papers. She currently serves on the HSMAI Revenue Management Advisory Board for the Americas, on the editorial boards of the Journal of Revenue and Pricing Management and the International Journal of Hospitality Management, and as an associate editor for the Journal of Hospitality and Tourism Research. She also serves as a revenue management consultant to hospitality enterprises and provides executive education programs in revenue management in the U.S. and Europe. Please visit http://www.psu.edu for more information.

Ms. Noone can be contacted at 814-865-7128 or bmn2@psu.edu

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.