Mr. O'Connor

Peter O'Connor

Academic Director

Institute de Management Hotelier Int.

Peter O'Connor is Academic Director and Professor of Information Systems at Institute de Management Hotelier International (IMHI), an MBA program specialising in international hospitality management administered by ESSEC Business School, France. He received his Doctorate in hospitality e-commerce from Queen Margaret University College, Edinburgh, holds a Master's degree in Management Information Systems from Trinity College, Dublin and a Bachelor of Science degree in Hotel and Catering Management from the Dublin Institute of Technology.

Dr. O’Connor’s primary research, teaching and consulting interests focus on the use of technology in the hospitality and tourism sectors. He has developed expertise on the use of electronic channels of distribution in tourism, and on how information technology can be used to enhance both the management and operational effectiveness of hospitality organizations.

Based on his work, he has authored two leading textbooks on technology in the hospitality business - "Using Computers in Hospitality" (Cassell, UK, 2000 - now in its fourth edition) and "Electronic Information Distribution in Hospitality and Tourism Industries" (CABI, UK, 1999), as well as numerous articles in both the trade and academic press. In addition he serves on the editorial board of the International Journal of Hospitality Management, Information Technology & Tourism, the International Journal of Hospitality and Tourism Technology and The Cornell Hotel Administration Quarterly, and is an active member of organizations such as HITA (Hospitality Information Technology Association), HFTP (Hospitality Finance & Technology Professionals) and IFITT (the International Federation of Information Technology in Tourism). Recently he was awarded the prestigious Best Research Paper award at the 2002 ENTER Technology in Tourism conference by the International Federation for Information Technology in Tourism.

Dr. O’Connor has taught professional seminars on technology management for a variety of leading international hospitality companies, including Group Accor, Intercontinental Hotels & Resorts, Kempinski Hotels & Resorts, the British Tourist Board, the International Hotel & Restaurant Association, the European Commission and the World Tourism Organisation Business Council. He is also a regular speaker at academic and industry conferences on technology-related issues and trends. Prior to joining IMHI, Mr. O’Connor was a lecturer in hospitality computer applications at the Dublin Institute of Technology and an associate lecturer at the Michael Smurfit Graduate School of Business, University College Dublin. He has held a visiting position at the Cornell School of Hotel Administration and worked in a wide variety of positions in the international hospitality industry in sectors ranging from luxury hotels to contract food services.

Mr. O'Connor can be contacted at +33 1 3443 3177 or oconnor@essec.fr

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.