Editorial Board   Guest Author

Ms. Yang

Caroline Yang

Partner & Human Resources Consultant, MultiCultural Business Solutions

Caroline Yang, CHRP, CCP has fifteen years of human resources experience working with Nortel and Compaq in China and ATI (now AMD), TD Bank and Manulife in Canada. In her role as a human resources business partner, Ms. Yang has worked with a diverse workforce and supported multicultural teams of highly skilled technical professionals. Since working with MultiCultural Business Solutions, Ms. Yang has provided services to a broad range of public and private sector organizations, including Scotiabank, Total E&P Canada, GE Canada, City of Kitchener, Citizenship and Immigration Canada, Canada Revenue Agency, University of Ottawa and Ontario Regulator for Access Consortium. Ms. Yang was interviewed by Radio Canada International to share her experience of integrating skilled immigrants into the Canadian workplace. She has multiple publications on leadership, teamwork, global HR policies and total rewards by HRPA, WorldatWork and CERC. She will present at HRPA's 2013 Annual Conference. Ms. Yang graduated from City University of Hong Kong with a Post-Graduate Certificate in Business Administration and a Canadian International Development Agency training program at Simon Fraser University.

Ms. Yang can be contacted at 905-554-1597 or caroline@mcbsol.com

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.