Mr. Kasavana

Michael Kasavana

NAMA Endowed Professor, School of Hospitality Business

Michigan State University

Michael L. Kasavana is the NAMA Endowed Professor in the School of Hospitality Business at Michigan State University. His teaching and research efforts are sharply focused on information technology and transaction settlement systems for self-service and full-service applications in hotel, restaurant, club, and casino environments.

Dr. Kasavana has authored or co-authored numerous books, including Managing Front Office Operations (Eighth Edition), Menu Engineering (Third Edition), and Managing Technology in the Hospitality Industry (Sixth Edition). In addition, he has written numerous academic journal and industry trade magazine articles as well as designed instructional and operational software products. He is an active industry consultant and popular seminar leader.

Dr. Kasavana was selected the 2011 Industry Person of the Year by the National Automatic Merchandising Association and is an inductee of the HFTP International Technology Hall of Fame and recipient of the prestigious FS/TECís Distinguished Achievements in Food Service Technology Award. In addition, he has garnered the coveted MSU Distinguished Faculty Award, MSU Broad College of Business Withrow Teacher-Scholar Award, MSU Academic Spartan of the Year Award, MSU Teacher-Scholar Award, and was in the inaugural class of NAMA Certified NCE5 executives.

In addition to his academic responsibilities, Dr. Kasavana serves as the MSU Faculty Athletic Representative to the Big Ten, CCHA, and NCAA conferences and is Chair of the MSU Athletic Council. The Kasavana family also provided significant financial support to create the Kasavana/Schmidgall Faculty Research Endowment in the MSU School of Hospitality Business.

Dr. Kasavana received his B.S. in Hotel, Restaurant and Travel Administration, his MBA in Finance, and his Ph.D. in Management Information Systems from the University of Massachusetts-Amherst.

Mr. Kasavana can be contacted at 517-353-9211 or Kasavana@bus.msu.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 Ė 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. Itís 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. Itís 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.