Linchi Kwok, Ph.D.

Were you in Houston last week for  HITEC 2018 ?  HITEC  (Hospitality Industry Technology Exposition & Conference) is hosted and organized by the Hospitality Financial and Technology Professionals ( HFTP ); it has become the world’s largest hospitality technology event.  I am glad I got a chance to participate in HITEC Houston 2018. I spent a day walking through the exposition, where I experienced the latest tech products available in the hospitality industry. Through my observations, I was able to identify four themes from this year’s tradeshow. 1. Tech products that enhance guest experience The phrases of “guest-centric,” “guest experience,” “guest satisfaction” are almost everywhere in the tradeshow. Using technologies to improve guest satisfaction is definitely one big theme I observed in HITEC Houston 2018.  Many exhibitors showcased how they can provide better customer service for hotels by integrating t...

How does a company like Chick-fil-A manage to stay on top? Simple— it’s their great customer service. Excellent customer service is what they believe and what makes them a leader in their industry. Chick-fil-A serves their customers with a "thank you" and "my pleasure" service. Because customer satisfaction is important for Chick-fil-A, the restaurant chain is reckoning in the competition and has risen to the top in a short period of time. It is their purpose to maintain and exceed customer satisfaction. As a frequent customer of Chick-fil-A, I know that I will always have a pleasant experience. I appreciate how I am treated from the moment I place an order, usually my favorite meal with an Arnold Palmer drink, to the time when I leave with my free peppermint. I am leaving as a happy and satisfied customer. Four Major Marketing Strategies Chick-fil-A Uses: • Know your loyal customers • Keeping customers happy • Give back • Invest in employees Know ...

Stylish, sustainable, and innovative - those are some of the most important features (or keywords) that many eco-friendly consumers are looking for. With the recent trend of travelers looking into more environmentally conscious tourism, the hotel industry is facing a higher than ever demand from consumers for eco-friendly products. Current hotel markets offer a variety of different environmentally-friendly choices such as EVEN by IHG, Hyatt House by Hyatt, and Homewood Suites by Hilton, but in my opinions, only one of them offers a truly unique experience for this niche market --- The Element Hotels. “Built for today’s eco-conscious travelers, the Element brand has completely changed the face of extended stay with its light-filled atmosphere, eco-minded design and commitment to innovation,” said Brian McGuinness, Senior Vice President of Specialty Select Brands for Starwood Hotels. Element Hotels, previously part of the Starwood Hotels portfolio and now under Marriott Internatio...

McDonald’s new headquarters has  moved back to Chicago’s West Loop  after its 47 years’ of operations in the suburb. Now, the company’s brand new $250 million headquarters is strategically located in the city’s up-and-coming neighborhood, which is known for its trendy restaurants. The move of the company’s new headquarters is expected to help McDonald’s cultivate top talents and tap into the emerging food crazes and  tech trends , according to the company’s CEO Steve Easterbrook. So, what’s inside McDonald’s new headquarters? ü    A McDonald’s restaurant The restaurant is located on the first floor and is open to the public. This McDonald’s showcases the  menu items from around the world , where selective international foods would be featured periodically over the year. For example, customers may now try the McSpicy Chicken Sandwich from Hong Kong and  the McFlurry Prestígio from Brazil in this store.  More importantly, this...