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 41-21-785-1496 or hilary.murphy@ehl.ch

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.