Editorial Board   Guest Author

Ms. Mangal

Sapna Mehta Mangal

Associate Professor, School of Hospitality Management, Kendall College at National Louis University

Sapna M. Mangal, an Associate Professor in the School of Culinary Arts and Hospitality Management brings two decades of international hospitality and teaching experience to Kendall College at National Louis University, 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 as a Program Manager for an Irvine, California-based multi-national, Hospitality Management Concepts. Pan Pacific Kuala Lumpur, Pan Pacific Singapore, Omni Marco Polo Singapore, Djakarta Hilton, and the Shanghai Hilton were some of her consulting projects. She 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 courses. Prior to joining Kendall's faculty, she taught Management Information Systems at Sam Houston State University College of Business Administration in Huntsville, Texas.

She was the faculty advisor for Eta Sigma Delta (ESD) an International hospitality management honors society and Hospitality Sales and Marketing Association International (HSMAI) Kendall College student collegiate chapter. She has presented at various industry events, the Motivation Show and Professional Conference Management Association annual meeting and has also attended professional conferences. She served on the HSMAI IL Chapter Board as the Vice President of Student Affairs between 2010-13. She is a member of I-CHRIE and also serves on a myriad of academic committees at Kendall College.

She has published an article for the International Indian Student Guide and is also 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.


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

Ms. Mangal can be contacted at 312-752-2404 or smangal@nl.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.