Ms. Kolakowski

Heather Kolakowski

Lecturer in Food and Beverage Management

School of Hotel Administration, Cornell University

Heather Kolakowski is a lecturer in food and beverage management at the School of Hotel Administration (SHA). She teaches several food and beverage courses, including Restaurant Management, Contemporary Healthy Foods, as well as Hunger, Health and Nonprofit Social Enterprise. She is also the faculty advisor for Hotel Ezra Cornell (HEC), the student-run hospitality showcase conference which allows students the opportunity to put theory into practice while taking on leadership responsibilities each spring.

Ms. Kolakowski has also taught at the Culinary Institute of America (CIA) in Hyde Park, NY. Her courses included Beverage Operations Management, Spirits and Principles of Mixology, Advanced Principles of Service in Hospitality Management, Introductory Table Service in the dining room of St. Andrew’s Café, and Formal Hospitality and Service Management in the American Bounty Restaurant on the CIA campus. These front-of-the-house classes review the principles of fine service and hospitality in a restaurant setting, emphasizing customer service, beverages including wine and spirits, restaurant trends, and sales. In addition to her service classes, she has also taught the elective Women in Leadership.

A 2000 graduate of SHA and a 2002 graduate of the CIA, Ms. Kolakowski returned to her culinary alma mater in 2008 after serving as food and beverage manager for the Four Seasons Hotel Company in Washington, D.C. and Jackson Hole, WY. Her additional professional experience includes assistant manager for the Peninsula Grille in Warrington, PA, and teaching assistant at both the CIA and Cornell University.

Awarded an MBA at SUNY Empire State College in December 2013, Ms. Kolakowski is also a member of the Women’s Foodservice Forum, Women Chefs and Restaurateurs, the United States Bartender’s Guild Association, and the Cornell Hotel Society. Ms. Kolakowski is a Certified Hospitality Educator (CHE) and certified TIPS responsible alcohol service instructor.

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

Ms. Kolakowski can be contacted at 607-255-8397 or haf30@cornell.edu

Coming Up In The June Online Hotel Business Review




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Feature Focus
Sales & Marketing: Who Owns the Guest?
Hotels and OTAs are, by necessity, joined at the hip and locked in a symbiotic relationship that is uneasy at best. Hotels require the marketing presence that OTAs offer and of course, OTAs guest’s email when it sends guest information to a hotel, effectively allowing OTAs to maintain “ownership” of the guest. Without ready access to guest need hotel product to offer their online customers. But recently, several OTAs have decided to no longer share a data, hotels are severely constrained from marketing directly to a guest which allows them to capture repeat business – the lowest cost and highest value travelers. Hotels also require this data to effectively market to previous guests, so ownership of this data will be a significant factor as hotels and OTAs move forward. Another issue is the increasing shift to mobile travel bookings. Mobile will account for more than half of all online travel bookings next year, and 78.6% of them will use their smartphone to make those reservations. As a result, hotels must have a robust mobile marketing plan in place, which means responsive design, one-click booking, and location technology. Another important mobile marketing element is a “Click-to-Call” feature. According to a recent Google survey, 68% of hotel guests report that it is extremely/very important to be able to call a hotel during the purchase phase, and 58% are very likely to call a hotel if the capability is available in a smartphone search. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.