Editorial Board   

Dr. Woods, Ph.D., CHRE, ISHC

Robert Woods, Ph.D., CHRE, ISHC

Professor, William F. Harrah College of Hotel Administration, UNLV

Robert H. Woods, Ph.D., CHRE, ISHC, is a Professor in the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas. He is a specialist in human resources and management issues, and regularly consults with hospitality organizations and clubs on management, strategic management, service management, human resources, timeshare management, and corporate culture issues. Dr. Woods is co-author of the textbook Leadership and Management in the Hospitality Industry and of The Job Description Handbook. He has written more than 150 refereed articles and has written chapters for various books, including Ethics in Hospitality Management and Contemporary Club Management. Dr. Woods received his master's and doctoral degrees from the Hotel School at Cornell University and is a former Chair of the Hotel Management Department at UNLV. Before returning to academia, he owned and operated a successful chain of restaurants and a hospitality consulting firm.

Dr. Woods, Ph.D., CHRE, ISHC can be contacted at 702-895-3637 or robert.woods@unlv.edu

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.