Linchi Kwok, Ph.D.

As a college student, my financial situation does not allow me to stay at a midscale hotel for my personal vacations, needless to mention the luxury hotels.  Every time when I need to book a hotel room, I tend to go for the cheapest option of all with a convenient location.   When my family and I go on vacation, however, we have the opportunity to stay at a nice hotel that comes with great customer service and great amenities. Since my family does not take vacations very often, when we get the opportunity to plan a vacation, it is always a fun experience. I enjoy looking for hotels that will make our vacation fun and will guarantee that we have a great stay.   For our upcoming vacation, I gathered some ideas from looking through my Instagram page. Not only does Instagram promote certain hotels through the sponsored section, but also many bloggers that I am following or those with the popular pages give me great recommendations of hotels, together with their exper...

“ Every business interacts with a variety of publics: consumers, the general public, the financial community, the organizations’ employees, government, the media, suppliers, and many others. Public relations is the process by which the relationships with each to these publics is managed. ” --- Reid and Bojanic, in Hospitality Marketing Management (2010, p. 492) . Just recently at my workplace, there was an incident regarding one of my coworkers. It turns out that he used Facebook’s personal messaging system as a medium to exchange harsh words with another person. This person was not in any way connected to our company, but after finding out where my coworker worked through my coworker’s Facebook profile, this person decided to post on our company’s public Facebook profile what my coworker had said to them for anyone to see. It appeared that my coworker said things that were not nice; and even though he thought he was having a private conversation via personal messaging with thi...

In today's hospitality industry, companies are doing more and more to attract new customers. Money is poured into increased services, adaptations with changing technologies, corporate social responsibility programs, and intensive advertising strategies. So why is the concept of brand loyalty still so difficult to come by? According to Profitroom’s 2016 Report on Hotel Sales & Marketing Trends, consumers visit up to eighteen different websites before selecting a room. This includes company's social media pages, advising sites like Yelp, as well as the numerous OTAs (online travel agents) that are available. The heavy argument in favor of OTAs is their sometimes-substantially-lowered price points and the fact that their presence increases competition and drives overall market prices down. In my time working for an independent 180 room hotel, I grew to resent the existence of OTAs. The expectation of a hotel visit is to have a nearly flawless experience, but OTA benefits abr...

Studying overseas has become more common these days as opposed to years ago. Not only can international students learn how to communicate with the languages used in the destination country, but they also gain experience living independently without parents and family. The number of students from Indonesia, China, Japan, Malaysia, Thailand, and many other countries who study overseas continues to increase. As an international student from Indonesia, I can see that there is a huge increase in the number of Indonesians who decide to pursue their degrees in other countries. In 2013, there were only about 4,000 Indonesians who came to the United States to study. The number has been increasing and now there are more than 6,000 Indonesian students in the United States. An Advertisement by the Global Tree Overseas Education Consultants Based on the interviews with fellow international students, the reason Indonesians decided to pursue their degree in the United States is because the...

Ever been a customer somewhere and have a complaint? Probably so, and in that event you probably thought to yourself that you had every right to complain and after all, the customer is always right, right? Well, there will be times when issues will arise in the sales business when it comes to a company and its customers. These moments are called critical incidents. These incidents are basically when an employee is having an interaction with a customer or client and it can be both positive and or negative. It is “a moment of truth” (Reid & Bojanic, 2010). These incidents, when negative incidents that occur, usually stem off of a system failure. Meaning something in the procedures that a company has outlined did not go as planned. I personally have been in this situation as a sales representative in the hospitality industry. Working in a hotel as a guest services representative, I encounter many different issues and people on a daily basis. On one occasion, I had a guest...