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 February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.