Editorial Board   Guest Author

Ms. Kolakowski

Heather Kolakowski

Lecturer in Food and Beverage Management, School of Hotel Administration, Cornell University

Heather Kolakowski is a lecturer in food and beverage management at the School of Hotel Administration (SHA). She teaches several food and beverage courses, including Restaurant Management, Contemporary Healthy Foods, as well as Hunger, Health and Nonprofit Social Enterprise. She is also the faculty advisor for Hotel Ezra Cornell (HEC), the student-run hospitality showcase conference which allows students the opportunity to put theory into practice while taking on leadership responsibilities each spring. Ms. Kolakowski has also taught at the Culinary Institute of America (CIA) in Hyde Park, NY. Her courses included Beverage Operations Management, Spirits and Principles of Mixology, Advanced Principles of Service in Hospitality Management, Introductory Table Service in the dining room of St. Andrew's Cafe, and Formal Hospitality and Service Management in the American Bounty Restaurant on the CIA campus. These front-of-the-house classes review the principles of fine service and hospitality in a restaurant setting, emphasizing customer service, beverages including wine and spirits, restaurant trends, and sales. In addition to her service classes, she has also taught the elective Women in Leadership. A 2000 graduate of SHA and a 2002 graduate of the CIA, Ms. Kolakowski returned to her culinary alma mater in 2008 after serving as food and beverage manager for the Four Seasons Hotel Company in Washington, D.C. and Jackson Hole, WY. Her additional professional experience includes assistant manager for the Peninsula Grille in Warrington, PA, and teaching assistant at both the CIA and Cornell University. Awarded an MBA at SUNY Empire State College in December 2013, Ms. Kolakowski is also a member of the Women's Foodservice Forum, Women Chefs and Restaurateurs, the United States Bartender's Guild Association, and the Cornell Hotel Society. Ms. Kolakowski is a Certified Hospitality Educator (CHE) and certified TIPS responsible alcohol service instructor.

Please visit http://www.cornell.edu for more information.

Ms. Kolakowski can be contacted at 607-255-8397 or haf30@cornell.edu

Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.