Mr. Forgacs

Gabor Forgacs

Professor

School of Hospitality & Tourism Management, University of Guelph

Dr. Gabor Forgacs has twenty years work experience in the hotel industry on two continents including a management position at a Four Seasons hotel in Toronto, Ontario, Canada and the position of president and general manager of a full service hotel in Budapest, Hungary. He teaches at the Ted Rogers School of Hospitality and Tourism Management at Ryerson University, Toronto since 1997. He is teaching Revenue Management for Hospitality & Tourism, The Value of Branding in Lodging, and Property Management Systems.

Dr. Forgacs is also a member of the Special Graduate Faculty of the School of Hospitality and Tourism Management at the University of Guelph, Ontario, Canada where he teaches Advanced Revenue Management for the MBA program. Dr. Forgacs had received his doctorate from the Karl Marx University of Economic Sciences, Budapest, Hungary, in 1977.

Dr. Forgacs has authored a book “Revenue Management. Maximizing Revenue in Hospitality Operations” published by the American Hotel & Lodging Educational Institute (2010) and he was the editor of the online discussion series “Branding and Product Specialization in Hotels” by Henry Stewart Publications (2009).

He has published articles in the International Journal of Contemporary Hospitality Management, The Hotelier Magazine (Canada), The Rooms Chronicle (U.S.), The Accommodator (Canada), The Canadian Lodging News and other print magazines. Also published in conference proceedings of the ICHRIE (International Council on Hotel, Restaurant and Institutional Education), plus in online publications e.g. Hotel-Online.com, ehotelier.com, hotelnewsresource.com, 4hoteliers.com, htrends.com, HVS Intrenational.com, hsyndicate.org and other electronic publications. Dr. Forgacs is frequently quoted and interviewed in the Canadian media.

Mr. Forgacs can be contacted at 416-979-5000 x6693 or gforgacs@ryerson.ca

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.