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 February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.