Professor, Department of Hospitality Management, School of Hospitality and Tourism Management
University of Surrey, UK
Andrew Lockwood is the Forte Professor of Hospitality Management in the School of Hospitality and Tourism Management, and Associate Dean Learning and Teaching for the Faculty of Business, Economics and Law at the University of Surrey, where he teaches undergraduate and postgraduate courses in international hospitality management, operations management, and operations analysis as well as supervising a number of PhD students.
He has written or edited eleven books and over 150 articles, chapters and conference papers on the management of hospitality operations. His longstanding research interests lie in the fields of service quality management, hospitality education and managerial activity in the hospitality industry.
His industrial experience includes working for international hotel companies both in London and the provinces in a range of managerial positions, before running his own hotel. He has been involved with the Institute of Hospitality over many years, in particular with its Hospitality Assured programme and is currently the Chairman of the Executive Council.
Aspects of hospitality operations management and in particular aspects of quality, productivity
Service failure and recovery, empowerment, workforce flexibility and so on