Ms. Millar

Michelle Millar

Assistant Professor Hospitality Management

University of San Francisco

Michelle Millar is an Assistant Professor in the Department of Hospitality Management at the University of San Francisco. She received her undergraduate degree from UC Davis, her Masters of Tourism and Hospitality Management degree from Temple University in Philadelphia, and her doctoral degree in Hospitality Administration from the University of Nevada, Las Vegas.

Ms. Millar has worked as a travel consultant in various types of travel agency settings for many years, and from 1998 until 2005 operated her own travel agency. She has extensive knowledge in vacation planning, meeting planning, corporate travel planning, and general business operations. In addition, she has worked in a small hotel, which provided her the opportunity to work in all departments of the operation. Her work experience has proven invaluable when teaching at the University of San Francisco.

Ms. Millar teaches Marketing in the Marketing Department, as well as Hotel Operations, Conference and Events Planning, and Sustainability in the Hospitality Industry in the Hospitality Management Department. She has also had the opportunity to teach both in the Hotel College at the University of Nevada of Las Vegas, and at UNLVís campus in Singapore. While at UNLV, she was part of the hospitality sustainability committee that developed a process to train faculty to teach sustainability to students, and incorporate it into all required courses. Sustainability is an important component of all of the classes Ms. Millar teaches.

Her research areas include consumer behavior, in particular the wants and desires of travelers when selecting eco-friendly accommodations or tourism destinations, and why they make the decisions they do. Ms. Millar is also interested in how hotel managers relate to and work within the environment, and how we can make hospitality companies more environmentally friendly. Her research has been published in the Cornell Hospitality Quarterly, Journal of Travel Research, Journal of Human Resources in Hospitality Management, and Journal of Hospitality and Tourism Education, and she has presented her research at hospitality conferences throughout the world.

Ms. Millar can be contacted at 415-422-2498 or mmillar@usfca.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.