Editorial Board   Guest Author

Ms. Christodoulidou

Natasa Christodoulidou

Assistant Professor, California State University

Dr. Christodoulidou is the Director of the Hospitality Technology Research Institute at California State University Dominguez Hills (CSUDH). She is an Associate Professor in the Management and Marketing Department at CSUDH where she teaches for the undergraduate and the MBA programs. She holds a Ph.D. from the University of Nevada Las Vegas (UNLV), an MBA from the University of Wisconsin-Milwaukee (UWM), and a Masterís of Accounting and a B.Sc. from Arizona State University (ASU). Her research interests are in the areas of Hospitality Technology, Electronic Commerce, Electronic Distribution, and E-Marketing. Her research has appeared in numerous academic and professional journals. Dr. Christodoulidou presents regularly at academic and professional industry conferences around the world. She has recently served as Program Co-chair for the 2015 Decision Sciences Institute (DSI) Annual Meeting in Seattle. She is currently serving as President Elect for the 2016 Program Chair for the Western Decision Sciences Institute (WDSI). Dr. Christodoulidou has published over 50 articles in the hospitality area, has been cited 100s of times in publications around the world, and has received a number of research awards. She has visited for research and/or speaking engagements all five continents and this has influenced her approach and writing style in the publishing work she has produced over the last 13 years. Currently Dr. Christodoulidou is investigating the impact of mobile technologies and social media for airlines, hotels, and online Travel Agencies (OTAs) through the various distribution channels. Her speaking engagements recently have included Cyprus, Dubai, France, Los Angeles, San Francisco, Long Beach, Las Vegas, Boston, Dallas, and others.

Ms. Christodoulidou can be contacted at 310-243-3502 or Nchristodoulidou@yahoo.com

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.