Editorial Board   Guest Author

Mr. Proulx

Chris Proulx

Chief Executive Officer, eCornell

Chris Proulx is the Chief Executive Officer of eCornell. Mr. Proulx became CEO in 2004 after previously serving as Chief Operating Officer and Director of Program Management. Mr. Proulx plays a central role in setting the strategic direction of eCornell. Through close collaboration with senior leadership and faculty at Cornell, heidentifies growth opportunities in online education for the University. Mr. Proulx is responsible for identifying potential new products, and working directly with the faculty and administration of the Schools and Colleges of Cornell University to produce and deliver eCornell's online programs. Mr. Proulx is a frequent panelist and technical advisor to online education conferences and industry events, acting as liaison for Cornell University. He is a member of the American Society for Training and Development. He is also a guest columnist for several online hospitality publications. Mr. Proulx's background is in the hospitality industry where he was an operations manager and training resource for Discovery Zone, Inc. and ARAMARK Corporation. His recent focus has been on new and social media and their roles in the rapidly changing social learning environment. He holds a Bachelor of Science from the School of Hotel Administration at Cornell University.

Mr. Proulx can be contacted at 607-330-3265 or cmp43@cornell.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.