Editorial Board   

Ms. Brown

Nancy Brown

PhD Emergency Management, Joint Centre for Disaster Research

Nancy Brown, PhD brings the practical experience of more than 10 years working with a number of multi-national hotel organizations to her academic speciality, disaster resilience within the hotel sector. Dr. Brown has experience working with hotels in the USA and the Caribbean.

Over the last three years Dr. Brown has worked full time developing the Disaster Resilience Framework for Hotels (DRFH) which describes factors of resilience that hotels can leverage to build resilience. This interdisciplinary study combines the relatively new disaster science field with hospitality industry studies and organizational resilience studies. Hotels in New Zealand participated in providing data for testing the DRFH.

Dr. Brown's work has been published in a number of academic journals, including the International Journal of Disaster Risk Reduction and the Journal of Hospitality and Tourism Management. Her long-term objects include continued development of pragmatic ways for hotel management to build disaster resilience that also enhance the hotel's profitability and long-term customer-service goals.

Originally from Southern California, Dr. Brown earned a Master of Science degree at California State University, Long Beach in Emergency Services Administration and graduated Summa Cum Laude. Dr. Brown leveraged this education to develop best practices and training programs while working as the Emergency Preparedness Coordinator for The Hotels at the Disneyland Resort® in Anaheim, California.

In pursuit of excellence and empirical knowledge, she recently completed her PhD in Emergency Management at Massey University, Wellington, New Zealand.

Please visit https://www.researchgate.net/profile/Nancy_Brown11 for more information.

Ms. Brown can be contacted at +1 9498745508 or nancyalcalabrown@gmail.com

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.