Editorial Board   Guest Author

Ms. Murphy

Hilary Murphy

Professor & Researcher, Ecole hoteliere de Lausanne, HES-SO//University of Applied Sciences Western Switzerland

Hilary Catherine Murphy PhD, MPhil, MCIM, PGdip BIT, BA is a professor and researcher at Ecole hoteliere de Lausanne, HES-SO//University of Applied Sciences Western Switzerland and, additionally, an Honorary Research fellow in the Marketing Faculty at Strathclyde University, Glasgow. She has a PhD in the diffusion of information and communications technology in the hotel sector from the University of Wales, UK; an M. Phil, also from the University of Wales; a post-graduate diploma in business information technology, a Bachelor degree in business administration, marketing and law from the University of Strathclyde and a diploma in data processing from Louisiana State University in the USA. Dr Murphy has extensive business experience in sales and marketing management, primarily in the US in the hospitality and leisure sector, in addition to her experience as a teacher and researcher. She currently teaches Digital Marketing on the final year of the undergraduate programme and Masters programme at Ecole hoteliere de Lausanne (www.ehl.ch). Currently, Dr. Murphy is now working on several Swiss government funded projects in addition to industry-funded projects, notably the annual IT BENCHMARK REPORT that includes competitive set information on IT spend (by room, property, region) plus capex & opex breakdowns and is available at www.strglobal.com. Her current academic projects focus on the impact of social media on hotel consumer buyer behaviour, particularly "recall" of social media and the emotional component of social media. Previous published academic work has been on a variety of IT related subjects such as; "An Exploration of the Key Hotel Processes implicated in biometric adoption", "An Investigation of Data Management and Property Management Systems in Hotels" and "Do small and medium hotel exploit search engine marketing?" Dr. Murphy has published many technical articles in academic journals e.g. International Journal of Contemporary Hospitality Management, Journal of Tourism and Hospitality Management and is a frequent presenter at key industry and academic conferences worldwide (ICHRIE, EuroCHRIE, Frontiers in Services Marketing) and throughout Europe.

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

Ms. Murphy can be contacted at 41217851496 or hilary.murphy@ehl.ch

Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.