Editorial Board   

Mr. Guchait, PhD

Priyanko Guchait, PhD

Associate Professor Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston

Priyanko Guchait, PhD. is a tenured Associate Professor in the Conrad N. Hilton College of Hotel and Restaurant Management at University of Houston. He is an innovative researcher and hospitality educator.

Dr. Guchait is the author of more than 40 peer-reviewed journal articles, book chapters, conference proceedings and magazines. He currently teaches Human Resource Management, Leadership, and Organizational Behavior at the undergraduate level, and Multivariate Data Analysis at the Ph.D. level.

Dr. Guchait taught at the University of Mississippi and The Pennsylvania State University before joining Hilton College in July 2012. He currently serves as the dissertation/thesis chair and in committees for Master's and PhD students.

Dr. Guchait serves as the faculty advisor of Eta Sigma Delta—the International Hospitality Honor Society, and also serves as the Chair of Innovation Lab in the Hilton College. He sits on the editorial boards of journals including IJCHM and reviews for several others. Additionally, he is currently serving as Director of Marketing for WFCHRIE.

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

Mr. Guchait, PhD can be contacted at +1 713-743-2433 or pguchait@uh.edu

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.