Mr. Kwok

Linchi Kwok

Assistant Professor of Hospitality Management

Syracuse University

Linchi Kwok is an Assistant Professor of Hospitality Management at Syracuse University (SU) in Syracuse, New York, where he developed and teaches several hospitality and management courses, such as Managing Service Organizations in Social Media, Hospitality Human Resource Management, Hotel and Resort Operations, and Leadership and Career Management. In 2011, Mr. Kwok was named a Kauffman Professor in Entrepreneurship and Innovation at SU to support the university’s initiatives in teaching and research excellence in entrepreneurship and innovation.

Mr. Kwok’s research interests include social media and its business applications, employee recruitment and selection, organizational behaviors, and hospitality management. His publications have appeared in the International Journal of Hospitality Management, Event Management, and Journal of Human Resources in Hospitality & Tourism. In 2010, Mr. Kwok received grant funding to support his research on social media, including the Harrah Hospitality Research Center Grant Award Program 2010 from the University of Nevada, Las Vegas.

Since 2008, Mr. Kwok has presented 20+ authored/co-authored papers in a variety of peer-reviewed conferences in hospitality, information studies, and managerial psychology. He is on the editorial board HOSTEUR™, an official publication of the I-CHRIE (International Council on Hotel, Restaurant, and Institutional Education), and serves as an ad hoc reviewer for over five hospitality/social science journals and conferences.

Mr. Kwok holds a Ph.D. degree in Hospitality Administration and a Master of Science degree in Restaurant, Hotel, and Institutional Management from Texas Tech University. Mr. Kwok’s professional portfolio also includes several years of managerial and hands-on experience in the hospitality industry in the U.S. and mainland China.

In addition to his work as a professor and researcher, Mr. Kwok is a thought leader in the hospitality field, contributing to several professional blogs about hospitality trends and social media strategies. Mr. Kwok’s perspectives on social media have been quoted in The New York Times and Voyager’s World. Mr. Kwok is also an active member of the community and have conducted invited presentations on dinner etiquette and research methods.

Mr. Kwok can be contacted at 315-443-2162 or lkwok@syr.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 – 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.