Editorial Board   Guest Author

Ms. Johnson

Elizabeth Johnson

Senior Public Relations & Marketing Manager, American Hotel & Lodging Educational Institute

Elizabeth M. Johnson is senior public relations & marketing manager for the American Hotel & Lodging Educational Institute (EI). She has worked for the Educational Institute for 15 years in a variety of communications, public relations, and marketing roles. During that time, she has written numerous articles about hospitality training, education, and professional certification for several hospitality trade publications. Ms. Johnson is the co-author (with Bridgette Redman) of two Educational Institute textbooks Spa: A Comprehensive Introduction and Retail Management for Spas, and contributed to the development of the Supervisory Skill Builders for the Spa Industry workbook series. Ms. Johnson was also a contributing writer for the Educational Institute's case study series. More recently, she has become involved in the Institute's social media and electronic marketing, and also assisted with the development of one of EI's new online components for hospitality management textbooks—providing voice-over narration for the Managing Housekeeping Operations online component. Ms. Johnson holds a master's degree in journalism from Indiana University and a bachelor's degree in communications from the College of Notre Dame of Maryland.

Ms. Johnson can be contacted at 517-318-2359 or EJohnson@ahla.com

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.