As mobile technology becomes part of our daily life, we expect to board an airplane without a paper boarding pass, checking in at a hotel without waiting, and changing accommodation reservations instantly.  Hotel, restaurant and airline customers are less and less patient because they are spoilt with instant access and gratification in their everyday mobile communication.  This module covers the principles and concepts in embracing mobile technology from the perspective of innovation strategy.  The discussion helps you identify service innovation opportunities arising from the mobile Internet platform.

While social media are reshaping hospitality sales and marketing, hotel managers nowadays face growing number of sales channels on top of OTAs and traditional distribution.  It is important for hotels to understand the social media landscape, and how to encourage and manage online guest comments.  This module also covers the use of social media data as a source of business intelligence for reputation management, and the available tools for social media analytics.