Mr. Millar

Ian Millar

Deputy Director of INTEHL

Ecole Hôtelière de Lausanne

Ian Millar’s double expertise in the areas of hospitality and information technology sets him at the forefront of new developments in the international hospitality industry.

In addition to his BA Honours degree in International Hospitality Management from the University of Brighton, UK, he is a certified computer technician (Comptia A+).

Professor Millar is also a Certified Hospitality Technology Professional – the first European to receive this qualification for hospitality professionals, which is awarded by HFTP (Hospitality Financial and Technical Professionals), a reputed international association which serves over 4,800 members across the world.

Professor Millar is a frequent presenter at international IT conferences and is a member of the Advisory Board of the European Hospitality Technology Education Conference (EHTEC), a group of global hospitality experts.

He is a member of the Board of Directors of HFTP (Hospitality financial and technology professionals) as the group’s educational representative, with the responsibility of helping HFTP to achieve its strategic goals and to help with European expansion.

Professor Millar began his career as a Food and Beverage manager in the UK and then implemented various hospitality IT systems for companies based in London and Paris. He joined EHL in 2001. Professor Millar has been instrumental in developing the exceptional resources and expertise available to students at the school. He created EHL’s unique CyberHotel, a specially equipped and fully functional centre on campus that features best practical IT solutions in hospitality technology currently used in the industry. Professor Millar has also set up a Student Chapter for the European HFTP at EHL which regularly hosts guest speakers and meetings, and whose main purpose is the education of EHL students in the areas of technology and finance.

As of May 2011, Professor Millar is the deputy director of INTEHL, the Institute of Innovation and Entrepreneurship at EHL.

Presentations:

HITEC 2006 – Session speaker – Food and beverage Business intelligence systems EHTEC 2006 – Session speaker – Software as a Service EHMA 2007 – Session speaker – Implementing software as a service applications. EHMA – 2008 – Session speaker – Guest room technology Master Inn Holders 2009 – Generation “Y” and technology use, considerations for hoteliers Master Inn holders 2010 – Top 10 technology issues in hospitality EHTEC 2010 – Session speaker “generation Y and hospitality technology” HVS INDIA 2010 – Keynote speaker “Hospitality technology as a service” Catersource 2011 – Event and meeting technology

Guest lecturer:

Emirates academy Dubai 2008 – Guest lecturer, Hospitality Information technology Romania Hotel school – 2008, 2010, Guest lecturer, hospitality information technology

Articles:

HTR (Swiss hospitality newspaper) – various technology articles 2008 / 2009 EHLITE magazine – Hospitality technology for guest rooms EHLITE magazine – Boutique hotel technology Hotel Yearbook 2009 – Future use of devices and internet for hotels Hotel yearbook 2010 – Technology standards in hotels Hotel Yearbook 2011 – Technology Roundtable The Bottomline – May 2009 – Real time room maintenance The Bottomline – may 2010 – Embrace the generation Gap

Mr. Millar can be contacted at +41 21 785 11 74 or Ian.millar@ehl.ch

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.