Dr. Scott

Bernadette Scott

Senior Lecturer, Department of Business Management

Glasgow School for Business & Society/Glasgow Caledonian University

Bernadette Scott is a Senior Lecturer at Glasgow School for Business and Society. Her PhD looks at employability, talent management and emergence theory and how these concepts impact on graduates, in particular. Research activity has also included publications across the tourism and international hospitality areas, with focus on culture and hospitality consumption, talent management, work place violence, gender balance and flexible working, and personal development planning. She has over twenty years’ experience in module and multiple program leadership roles facilitating the teaching, learning and assessment experience for up to 600 students at a time. She has developed and led Business School provision in the area of Work, Organisations and Society, Workplace Culture and Behaviour and Perspectives on People at Work. Recent research has included work on Postgraduate Employability Skills, Talent Management and Graduate Career Strategies as well as a cross institutional Action Research project. She has also been invited to deliver key note addresses, notably in the area of Personal and Professional Development and Planning initiatives.

Recent publications have looked at graduate experiences of the first year of employment and a case study with the Scottish Government, examining graduate talent management. She is a Fellow of the Higher Education Academy, a Member of the Chartered Management Institute (CMI), an academic member of the Chartered Institute of Personnel Development (CIPD), as well as having graduate member status of the Common Purpose Matrix programme which promotes social entrepreneurship in a global setting. She has undertaken work for the Scottish Qualifications Authority in Saudi Arabia, Scottish Enterprise and Glasgow Tourism Skills Action Plan. She is currently leading Business Management degree provision for young African talent in Mauritius.

Please visit http://www.gcu.ac.uk for more information.

Dr. Scott can be contacted at 0141-331-8477 or b.scott@gcu.ac.uk

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.