Editorial Board   Guest Author

Mr. Kasavana

Michael Kasavana

NAMA Endowed Professor, School of Hospitality Business, Michigan State University

Michael L. Kasavana is the NAMA Endowed Professor in the School of Hospitality Business at Michigan State University. His teaching and research efforts are sharply focused on information technology and transaction settlement systems for self-service and full-service applications in hotel, restaurant, club, and casino environments. Dr. Kasavana has authored or co-authored numerous books, including Managing Front Office Operations (Eighth Edition), Menu Engineering (Third Edition), and Managing Technology in the Hospitality Industry (Sixth Edition). In addition, he has written numerous academic journal and industry trade magazine articles as well as designed instructional and operational software products. He is an active industry consultant and popular seminar leader. Dr. Kasavana was selected the 2011 Industry Person of the Year by the National Automatic Merchandising Association and is an inductee of the HFTP International Technology Hall of Fame and recipient of the prestigious FS/TEC's Distinguished Achievements in Food Service Technology Award. In addition, he has garnered the coveted MSU Distinguished Faculty Award, MSU Broad College of Business Withrow Teacher-Scholar Award, MSU Academic Spartan of the Year Award, MSU Teacher-Scholar Award, and was in the inaugural class of NAMA Certified NCE5 executives. In addition to his academic responsibilities, Dr. Kasavana serves as the MSU Faculty Athletic Representative to the Big Ten, CCHA, and NCAA conferences and is Chair of the MSU Athletic Council. The Kasavana family also provided significant financial support to create the Kasavana/Schmidgall Faculty Research Endowment in the MSU School of Hospitality Business. Dr. Kasavana received his B.S. in Hotel, Restaurant and Travel Administration, his MBA in Finance, and his Ph.D. in Management Information Systems from the University of Massachusetts-Amherst.

Mr. Kasavana can be contacted at 517-353-9211 or Kasavana@bus.msu.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.