Ms. Murphy

Hilary Murphy

Professor & Researcher

Ecole hoteliere de Lausanne, HES-SO//University of Applied Sciences Western Switzerland

Hilary Catherine Murphy PhD, MPhil, MCIM, PGdip BIT, BA is a professor and researcher at Ecole hoteliere de Lausanne, HES-SO//University of Applied Sciences Western Switzerland and, additionally, an Honorary Research fellow in the Marketing Faculty at Strathclyde University, Glasgow. She has a PhD in the diffusion of information and communications technology in the hotel sector from the University of Wales, UK; an M. Phil, also from the University of Wales; a post-graduate diploma in business information technology, a Bachelor degree in business administration, marketing and law from the University of Strathclyde and a diploma in data processing from Louisiana State University in the USA.

Dr Murphy has extensive business experience in sales and marketing management, primarily in the US in the hospitality and leisure sector, in addition to her experience as a teacher and researcher. She currently teaches Digital Marketing on the final year of the undergraduate programme and Masters programme at Ecole hoteliere de Lausanne (www.ehl.ch).

Currently, Dr. Murphy is now working on several Swiss government funded projects in addition to industry-funded projects, notably the annual IT BENCHMARK REPORT that includes competitive set information on IT spend (by room, property, region) plus capex & opex breakdowns and is available at www.strglobal.com. Her current academic projects focus on the impact of social media on hotel consumer buyer behaviour, particularly "recall" of social media and the emotional component of social media. Previous published academic work has been on a variety of IT related subjects such as; "An Exploration of the Key Hotel Processes implicated in biometric adoption", "An Investigation of Data Management and Property Management Systems in Hotels" and "Do small and medium hotel exploit search engine marketing?"

Dr. Murphy has published many technical articles in academic journals e.g. International Journal of Contemporary Hospitality Management, Journal of Tourism and Hospitality Management and is a frequent presenter at key industry and academic conferences worldwide (ICHRIE, EuroCHRIE, Frontiers in Services Marketing) and throughout Europe.

Please visit http://www.ehl.ch for more information.

Ms. Murphy can be contacted at 41-21-785-1496 or hilary.murphy@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 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.