Linchi Kwok, Ph.D.

When building new properties, hoteliers will determine their target market, position their brand, and create an amenity list for their guests which may include a fitness center, pool area, retail shopping outlets, and so forth. Though it is a standard practice for most hotels to offer a fitness center and pools, many hotels put little thoughts on retail stores and gift shops, ultimately resulting in a poor product offering or an outlet that doesn’t match the hotel’s image. Superior retail outlets are often a main differentiator between luxury, full service, and economy properties. Luxury properties tend to have multiple retail outlets with a variety of product offerings, while full service properties tend to have a decent size gift shop with local souvenirs, and economy properties typically offering solely a small grab-n-go food center. Looking into retail as an additional revenue center is a great option for properties of any caliber. The question is, how far is your prop...

In today’s society, technology is a must for everyone, especially for the millennials. Some trends in the hospitality industry come and go in a short period of time, but others stay for a while. Some of the trends I want to take a closer look at today, which I believe will affect sales in this industry, include a business’ ability to incorporate technology to what they offer and increasing cultural equality awareness.  Technology is one example . Today, many travelers use mobile apps to check-in and check-out in hotels. Some restaurants now offer guests the payment options via kiosks that are placed right at each table. Nowadays, payments can even be transferred among different mobile devices in a blink of eyes. It is amazing how much technology has come this far, and it will only become more important. However, a question arises: while technology is convenient, will it ultimately bring down  consumers'  overall  experience with a hospitality business? Innova...