Mr. O'Halloran

Robert M. O'Halloran

Professor and Director, School of Hospitality Leadership

East Carolina University

Robert M. O’Halloran is a professor and is currently the Director of the School of Hospitality Leadership at East Carolina University. He was previously Director of the Kemmons Wilson School of Hospitality and Resort Management at the University of Memphis. He has also served in faculty and administrative positions at the State University of New York at Plattsburgh, the University of Denver, Michigan State University and Central Michigan University. Professor O’Halloran teaches courses in planning and development, financial feasibility and food and beverage operations. He is also an instructor for the Certified Hospitality Educator (CHE) program offered through the Educational Institute of the American Hotel & Lodging Association. He also was a pre-pilot instructor for the popular Certification in Hotel Industry Analytics (CHIA) jointly offered through ICHRIE, Smith Travel Research and AH&LA.

His hospitality industry background includes management and training positions with The Harborside Inn on Martha’s Vineyard, Massachusetts, Jolly Roger Restaurants Inc., in California, and Pannell Kerr Forster, a management and consulting company in Los Angeles and Boston. As an academic he continued to pursue industry experience through faculty internships with Aramark, Marriott Management Services (now Sodexo), Marriott International and the Club Managers Association of America; New Jersey Chapter. He has continued his industry partnerships serving on a variety of professional boards. Currently he serves on boards and or committees of the North Carolina Restaurant and Lodging Association, the North Carolina’s Department of Commerce Travel and Tourism Board, The American Hotel & Lodging Education Foundation, the Certification Commission of the Educational Institute of the America Hotel and Lodging Association (Chair), and the Faculty Advisory Committee of the Educational Institute of the AH & LA and the Training and Education Advisory Council of AH&LA. He previously served on the boards of the Tennessee Hotel and Lodging Association, the Metro Memphis Hotel & Lodging Association, the Memphis Restaurant Association and the Memphis Convention and Visitor Bureau and the New York State Restaurant Association.

Professor O’Halloran is a recipient of the Innovation in Teaching Award presented by International CHRIE and is recipient of the Tennessee Hotel and Lodging Association’s Educator of the Year award. He is author and or co-author of over one hundred articles, columns, cases and chapters in books. He is also co-editor and contributing author for two case books, Cases in Food Service and Cases in Hospitality and Tourism published by Pearson Prentice Hall and has also served as a subject matter expert for the Pearson Foundation. He is also co-author of the book, Mise en Place for Teaching: A Handbook for Hospitality & Tourism Educators and Trainers published by the Educational Institute of the AH & LA.

Please visit http://www.ecu.edu for more information.

Mr. O'Halloran can be contacted at 252-737-1604 or ohalloranr@ecu.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 – 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. It’s 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. It’s 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.