Dr. Scanlon, Ph.D.

Nancy Loman Scanlon, Ph.D.

Associate Professor, Chaplin School of Hospitality and Tourism Management

Florida International University

Dr. Nancy Loman Scanlon is an Associate Professor at the Chaplin School of Hospitality and Tourism Management, Florida International University. She has over thirty years of lodging industry experience with Hilton Hotels, Marriott Corporation and Interstate Hotels.

Dr. Scanlon is the Vice-Chair of the Sustainability Committee of the American Hotel and Lodging Association and serves on the Advisory Panel of the International Tourism Partnership (ITP) London, England. She is a founding member of the Sustainability Council of the Greater Miami and the Beaches Hotel Association and a participant in the Miami Beach Sea Level Rise Initiative.

Dr. Scanlon speaks internationally on climate change impacts and sustainability issues affecting tourism, most recently at the United Nations World Conference on Disaster Risk Reduction.

Dr. Scanlon is the author of a number of hospitality management books published by John Wiley and Sons in addition to refereed conference presentations and journal articles and also holds a PHD and MA from the University of Delaware.

Dr. Scanlon, Ph.D. can be contacted at 305-919-4775 or nscanlon@fiu.edu

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.