Editorial Board   Guest Author

Ms. Mangal

Sapna Mehta Mangal

Associate Professor, School of Hospitality Management, Kendall College

Sapna M. Mangal, an Associate Professor in the School of Hospitality Management brings more than two decades of international hospitality and teaching experience to Kendall College, Chicago. She earned a M.S. in Hotel and Restaurant Management with a minor in Marketing in 1994 at University of North Texas. She returned to Singapore and was gainfully employed as a Program Manager for an Irvine, California-based multi-national, hospitality marketing consulting firm. She undertook consulting projects with Pan Pacific Kuala Lumpur, Pan Pacific Singapore, Omni Marco Polo Singapore, Djakarta Hilton, and the Shanghai Hilton. Ms. Mangal received her MBA from University of Houston Clear Lake with a Management Information Systems concentration. She joined Kendall College's School of Hospitality Management in 2004 and currently teaches hospitality marketing, e-marketing, strategic management, services marketing, service operations management and Information management. She is the recipient of the “Best Paper” award that she co-wrote on Sustainable Event Marketing. The paper “Sustainable Event Marketing in the MICE Industry: A Theoretical Framework.” was published in the Journal of Convention and Event Tourism. She has also contributed to the India Student Guide, an international student education publication. Ms. Mangal is the faculty advisor for Eta Sigma Delta (ESD) an International hospitality management honors society. She has presented at various industry events, like the Motivation Show, Professional Conference Management Association's annual meeting and Kendall College TALK conference. She actively participates in hospitality industry professional conferences, trade shows and expositions. She served on the HSMAI IL Chapter Board as the Vice President of Student Affairs from 2010-13. She is a member of I-CHRIE and also serves on a myriad of academic committees at Kendall College.

Please visit http://www.kendall.edu for more information.

Ms. Mangal can be contacted at 312-752-2404 or sapna.mangal@kendall.edu

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.