Rob Kwortnik, Associate Professor of Services Marketing, joined Cornell’s faculty after earning his Ph.D. in Business Administration from Temple University in 2003. He also earned a B.A. in Journalism from Temple and an MBA from California State University, Northridge. Professor Kwortnik’s research focuses on consumer behavior in service contexts, with special attention to service experience management. He has published in the Journal of Marketing Research, Journal of Service Research, The International Journal of Research in Marketing, and the Cornell Hospitality Quarterly, among others. He has been honored eight times as a Teacher of the Year by students at the School of Hotel Administration. Prior to his career in academics, Professor Kwortnik held several professional positions in marketing and was a travel industry consultant. He is a recognized expert on the leisure cruise industry.
Hospitality Marketing in Dynamic ContextsLive Online Course
Hospitality Marketing in Dynamic Contexts ()
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Course Overview
The hospitality industry has always been dynamic, whether it's the rise of new distribution channels in the digital economy, new lodging products in the sharing economy, or new service systems developed and deployed during the COVID-19 economy. Emerging global markets, new technologies such as artificial intelligence, and climate-change effects will accelerate transformation in ways that will challenge the industry into the future— but also reveal opportunities for those organizations that are nimble and innovative. This mini-program looks toward a positive future for hospitality and the role marketing will play in creating and communicating value for tomorrow's hospitality consumers.
PROGRAM SCHEDULE
Session 1:
- The New Travel Consumer: Changing consumer behaviors and expectations
- Tuesday, November 4, 2025: 12:00pm - 3:00pm (ET)
Session 2:
- Innovation in Hospitality to Drive Demand: Explore product and service changes necessitated by changing travel markets and contexts
- Thursday, November 6, 2025: 12:00pm - 3:00pm (ET)
Session 3:
- Marketing to the New Travel Consumer: Examine new digital marketing approaches through conversation and virtual experiences
- Tuesday, November 11, 2025: 12:00pm - 3:00pm (ET)
Session 4:
- Market Planning in Dynamic Contexts: Develop a roadmap for hospitality marketing that's adaptable for ever-changing travel markets and business environments
- Thursday, November 13, 2025: 12:00pm - 3:00pm (ET)
Key Course Takeaways
- Examine fundamental changes in travel consumer behavior that will affect demand and expectations in the near future and likely beyond
- Explore ideas for innovative hospitality products and services that can stimulate demand and address consumer expectations for new travel experiences
- Identify approaches for marketing communications, especially digital, to build the brand and maintain customer relationships
- Develop an adaptable plan for marketing as the hospitality industry evolves and responds to new travel dynamics
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Rob Kwortnik
Associate Professor
Cornell Nolan School of Hotel Administration
Associate Professor, Nolan School of Hotel Administration, Cornell SC Johnson College of Business
Who Should Enroll
- General managers overseeing full-service hotels
- Senior hospitality professionals such as managing directors, assistant general managers, executive assistant managers, and operations directors
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