Editorial Board   Guest Author

Dr. Berezina

Katerina Berezina

Assistant Professor Department of Nutrition & Hospitality Management, University of Mississippi

Dr. Katerina Berezina, CHTP, CRME, CHIA, is an Assistant Professor in the Department of Nutrition and Hospitality Management (NHM) at the University of Mississippi. She received her Ph.D. in Health and Human Performance with concentration in Tourism at the University of Florida in August 2014.

Dr. Berezina also holds her undergraduate degree in Hospitality and Tourism from Penza State University, Russia, and a Master of Science degree in Hospitality Information Management from the University of Delaware.

Dr. Berezina's industry experience includes working in travel agencies and hotels in Russia and the United States. Prior to joining the University of Mississippi, she was an Assistant Professor in the College of Hospitality and Tourism Leadership at the University of South Florida Sarasota-Manatee.

Dr. Berezina's research interests are in the areas of information technology in hospitality and tourism, electronic distribution, and revenue management. Her research has been presented at national and international conferences, and published in leading academic and professional publications. She has co-authored a textbook and three book chapters on hospitality technology.

Dr. Berezina serves as the Managing Editor of the Journal of Hospitality and Tourism Technology (JHTT). She is an active member of Hospitality Financial and Technology Professionals (HFTP) and Hospitality Sales and Marketing Association International (HSMAI).

Dr. Berezina also serves as a member of the Certified Hospitality Technology Professional (CHTP) Advisory Council with HFTP, in addition to coordinating two university programs that integrate real-life hotel software into the hospitality curriculum: innRoad University Program and M3 Link University Program.

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

Dr. Berezina can be contacted at +1 662-915-1505 or katerina@katerinaberezina.com

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.