Editorial Board   Guest Author

Mr. Kwok

Linchi Kwok

Assistant Professor of Hospitality Management, Syracuse University

Linchi Kwok is an Assistant Professor of Hospitality Management at Syracuse University (SU) in Syracuse, New York, where he developed and teaches several hospitality and management courses, such as Managing Service Organizations in Social Media, Hospitality Human Resource Management, Hotel and Resort Operations, and Leadership and Career Management. In 2011, Mr. Kwok was named a Kauffman Professor in Entrepreneurship and Innovation at SU to support the university's initiatives in teaching and research excellence in entrepreneurship and innovation. Mr. Kwok's research interests include social media and its business applications, employee recruitment and selection, organizational behaviors, and hospitality management. His publications have appeared in the International Journal of Hospitality Management, Event Management, and Journal of Human Resources in Hospitality & Tourism. In 2010, Mr. Kwok received grant funding to support his research on social media, including the Harrah Hospitality Research Center Grant Award Program 2010 from the University of Nevada, Las Vegas. Since 2008, Mr. Kwok has presented 20+ authored/co-authored papers in a variety of peer-reviewed conferences in hospitality, information studies, and managerial psychology. He is on the editorial board HOSTEUR™, an official publication of the I-CHRIE (International Council on Hotel, Restaurant, and Institutional Education), and serves as an ad hoc reviewer for over five hospitality/social science journals and conferences. Mr. Kwok holds a Ph.D. degree in Hospitality Administration and a Master of Science degree in Restaurant, Hotel, and Institutional Management from Texas Tech University. Mr. Kwok's professional portfolio also includes several years of managerial and hands-on experience in the hospitality industry in the U.S. and mainland China. In addition to his work as a professor and researcher, Mr. Kwok is a thought leader in the hospitality field, contributing to several professional blogs about hospitality trends and social media strategies. Mr. Kwok's perspectives on social media have been quoted in The New York Times and Voyager's World. Mr. Kwok is also an active member of the community and have conducted invited presentations on dinner etiquette and research methods.

Mr. Kwok can be contacted at 315-443-2162 or lkwok@syr.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.