2. Confounding communication
“Our students—your employees—don’t communicate the way that we did,” said Christopher Muller, dean of the School of Hospitality Administration at Boston University. “I have a phone in my office. It rings twice a day.”
Students are more inclined to communicate via text message, Twitter and other social networks.
But the influence of these emergent channels of communication are not limited to students and associates, said John Bowen, dean of the Conrad N. Hilton College of Hotel and Restaurant Management at the University of Houston. Social media has changed the way hotel companies interact with guests.
“How do we manage that interaction with the consumer? How do we manage it from a positive standpoint?” he asked. “It raises the game because now things are magnified.”