Creating a Customer Service Culture with Micah Solomon In this episode, Susan is joined by Micah Solomon, a world-renowned consultant and trainer in customer service, consumer trends, and company culture. He is the author of IGNORE YOUR CUSTOMERS (AND THEY’LL GO AWAY): The Simple Playbook for Delivering the Ultimate Customer Service Experience (2020). “Company culture”… The post EP #41 – Creating a Customer Service Culture with Micah Solomon appeared first on Hospitality Academy.

Crisis Management Strategist Melissa Agnes Understanding what it takes to be crisis-ready is essential for any organization, but in the hospitality industry, we are especially vulnerable to crisis and must proactively train our teams to be prepared for any and all foreseeable events. In this episode, Susan is joined by crisis management strategist Melissa Agnes.… The post EP #40 – Crisis Readiness for the Hospitality Industry appeared first on Hospitality Academy.

How To Create Defining Moments Without Breaking the Bank.   In a world full of cell phones, crystal clear video, and instant gratification, creating an impactful guest experience is harder than ever. The good news is there are still ways to create defining moments that connect with your guests, are cost-effective, and create memories and… The post EP #39 – The Power of Moments with Author Chip Heath appeared first on Hospitality Academy.

As a place of public accommodation, hotels have many legal obligations, as well as rights, when it comes to serving the public. We all have those burning questions about what our roles and rights are in the multitude of challenging and unique situations we face each day as hoteliers. As our guest on this episode… The post EP #38 – Legal Rights and Responsibilities of the Innkeeper appeared first on Hospitality Academy.

Cleaning guest rooms with the door 0pen or closed? Hotel housekeeping can be a dangerous job.   A harmless ask. A simple delivery. General cleaning. Restocking rooms. Greeting guests in the hallway. These are all duties performed by hotel housekeeping staff every day in millions of hotels across the world. Tasks that seem routine and relatively… The post EP #37 – An Open and Shut Case for Cleaning Guest Rooms appeared first on Hospitality Academy.

AHLA’s GM of the Year, Craig Poole discusses his unique approach to maximizing hotel performance through community outreach and being a second chance employer where every employee is focused on creating an exceptional customer experience. “Whatever you do, do it well. Do it so well that when people see you do it they will want… The post EP #36 – AHLA’s Hotel GM of the Year, Craig Poole appeared first on Hospitality Academy.

Deirdre McGlone from Harvey’s Point Discusses the Importance of Service Culture. Have you ever wondered what is in the secret sauce of an award winning hotel? How do they manage to win awards year after year? Is it their picturesque location? Is it their finely appointed guest rooms? Or, is it the genuine hospitality that… The post EP #35 – Secrets to Running an Award Winning Hotel appeared first on Hospitality Academy.

Celebrate Service Week at IHG with Jon Wakeman The week of May 22, 2017, marks the 8th year of Celebrate Service week at IHG.  It is a week dedicated to recognizing and celebrating hospitality providers across the globe. As part of the week-long celebrations at IHG properties, staff will participate in various activities that are… The post EP #34 – Celebrate Service Week at IHG with Jon Wakeman appeared first on Hospitality Academy.

Preparing for Hurricane Season  – 2017 Update. ** SPECIAL NOTE:  This information has been updated based on May 25, 2017, predictions from NOAA’s Climate Prediction Center. Planning and preparing your hotel for hurricane season each year can be a daunting task.  But with a solid plan in place and an early start to your preparations,… The post EP #2 – Preparing for Hurricane Season appeared first on Hospitality Academy.

Seasoned hotel professional, Rocco Bova shares career advice for aspiring hoteliers. Whether you are new to the hospitality industry or have been working in the field for some time, if you want to advance your career, you will want to consider the career advice of someone who has already experienced great success and can share… The post EP #33 – Rocco Bova Shares Career Advice for Aspiring Hoteliers appeared first on Hospitality Academy.

Effective Interviewing Techniques with Jody Rogers. The best candidate for the job takes more than just relying on your gut feelings or instincts.  Effective interviewing techniques are essential to making the right selection in the hiring process.  Your decisions can have long-lasting consequences, both good and bad.  With the right amount of planning, well thought-out… The post EP #32 – Effective Interviewing Techniques with Jody Rogers appeared first on Hospitality Academy.

If you could gain some hospitality career advice from the former Executive Vice-President of Operations for Walt Disney World Resort, what do you think you’d learn? You’re about to find out on today’s show! Joining us for episode 31 is Lee Cockerell, a man who worked his way from a banquet waiter at the Hilton… The post EP #31 – Career Magic In The Hospitality Industry with Lee Cockerell appeared first on Hospitality Academy.

Jerry Williams discusses the impact social media has on hotel marketing. On episode 29 of Hospitality Academy Amanda Singer talked about the importance of digital marketing, and today we’re digging in even deeper with Jerry Williams of IHG on the topic of hotel marketing. Jerry is a former colleague of mine, and he is here… The post EP #30 – Social Media’s Influence on Hotel Marketing appeared first on Hospitality Academy.

Amanda Singer discusses the digital marketing strategy for hotels from both franchised and independent properties. In today’s world of websites, Facebook ads, email campaigns, and the Internet, how has marketing evolved in the digital age? And how has digital marketing evolved for the hospitality industry? On this episode of Hospitality Academy, Amanda Singer formerly with… The post EP #29 – Digital Marketing For The Hospitality Industry appeared first on Hospitality Academy.

How confident are you that your hotel has the right policy in place with regard to ADA Laws on service animals?  Even if you think you are in compliance, you’ll want to listen to today’s guest, Soy Williams. Soy is an expert in the field of disability rights, and today she’s here to share the… The post EP #28 – Understanding ADA Laws On Service Animals in Hotels appeared first on Hospitality Academy.

Thanks to social media, reviews are available to anyone almost anywhere at the touch of a button. But many hoteliers and management staff in the travel industry don’t know how to handle both negative and positive online guest feedback. Our guest today, Daniel Craig, has the answers! Daniel spent most of his career in the… The post EP #27 – Effectively Using Online Feedback and Reviews, with Daniel Craig appeared first on Hospitality Academy.

If you’ve been in hospitality for any length of time you’ve probably been told the keys to exceptional guest service are things like anticipating the guests’ needs, showing empathy, creating a connection, etc. Our guest today, Sarah Pittson, says those things are all true but there’s a component some hospitality establishments are missing. On today’s… The post EP #26 – Conquering The Leadership Gap In Hospitality, with Sarah Pittson appeared first on Hospitality Academy.

What lessons in hospitality can we learn from the vacation home rental industry?  When most of us think of hospitality we think of hotels and restaurants. But an area that has become increasingly popular is the vacation home rental market. In all of these industries – hotels, restaurants, and vacation housing rentals – the guest’s… The post EP #25 – Vacation Home Rental Hospitality, with Ross Twiddy appeared first on Hospitality Academy.

One of the latest trends in hotel management is fulfilling guests’ desires for an authentic and “locals” type experience. Couple that with the growing popularity of AirBnB, some hotels are moving into and investing in urban neighborhoods. I could think of no one better to speak to this topic than Imran Jivani of Hotel Chicago… The post EP #24 – Succeeding In Urban Neighborhoods, with Imran Jivani appeared first on Hospitality Academy.

Working in the hospitality industry we all know reviews are critical. But do you know the specific ways to go from 3-star reviews to 4-star and even 5-star? Or what it means if you are regularly receiving below 3-stars, and what you should be fixing in your hotel in order to improve guest reviews? On… The post EP #23 – The Complete Customer Experience, with Tony Bodoh appeared first on Hospitality Academy.

Today more than ever customer service training is crucial to the success of any hotel, motel or other hospitality establishment. In an era of viral videos and online rating reviews, every guest can be someone who will sing your praises to thousands or create your worst nightmare. Here to help navigate these waters is Doug… The post EP #22 – Guest Service Training In a Social Media Era, with Doug Kennedy appeared first on Hospitality Academy.

On one of the recent episodes of Hospitality Academy Conor Kenny spoke about his book, Dancing At The Fountain and the seven hoteliers he interviewed and learned from to write it. Today I’m excited and honored to bring you one of those seven: Mr. Philippe Leboeuf. Philipe is the General Manager of the Mandarin Oriental,… The post EP #21 – Rising to the Top of the Hotel Industry with Philippe Leboeuf appeared first on Hospitality Academy.

You’ve heard the expression: “The customer is always right.” But is that actually true in hospitality? And even if they aren’t always right can you still satisfy them and make them happy? Joining us to answer those questions, and more, is Michelle Mitchell of IHG. She is the customer experience manager for IHG’s customer relations… The post EP #20 – Handling Difficult Customers, with Michelle Mitchell appeared first on Hospitality Academy.

Timothy Moser shares memory improvement techniques in episode 019. Have you ever wondered what it would take to be that person who can remember every guest’s name? Or to have your entire wait staff be able to remember every tables’ orders perfectly every time? Our guest is the expert who can help you with both… The post EP #19 – Becoming a Master of Memory with Timothy Moser appeared first on Hospitality Academy.

Have you ever wondered what it would be like to run a world-class hotel – the finest of the finest where the rich and famous stay? You don’t have to wonder any longer, our guest for today’s show has written a book about that very topic. Conor Kenny’s second book, Dancing At The Fountain, is… The post EP #18 – Dancing At The Fountain – Insights from the World’s Leading Hoteliers appeared first on Hospitality Academy.

One of the biggest expenses in the hospitality industry is labor, and one of the largest components of the hospitality labor is housekeeping. But there are ways to be lean, efficient and effective in this area and here to share some of his insider tips is Dave Heath of Heath and Company Hospitality Advisors. On… The post EP #17 – Improving Housekeeping Labor Productivity with David Heath appeared first on Hospitality Academy.

Sales is the lifeblood of any hospitality organization, and here to share his best practices for achieving your sales goals is sales expert Doug Kennedy, founder of Kennedy Training Network. On this episode of Hospitality Academy Doug shares what he’s learned in his 20+ years of hotel experience, what the sales process is like today… The post EP #16 – Best Practices For Reaching Your Sales Goals with Doug Kennedy appeared first on Hospitality Academy.

It’s that time of year again for most companies: annual reviews. But is an annual review enough or should you provide performance feedback more often? And is there a right way or a wrong way? Here to answer all of those questions and more is Katie Busch of HR Compensation Consultants. Katie is an HR… The post EP #15 – How to Conduct Annual Performance Reviews appeared first on Hospitality Academy.

Did you know that in 2014 the most popular venue for human trafficking was hotels and motels? It’s true, and it’s one of the reasons to know the signs of human trafficking. Here to share her expert advice on the matter is Audrey Roofeh of Polaris Project, an organization devoted to ending human trafficking and… The post EP #14 – Human Trafficking and how to Recognize the Signs at your Property appeared first on Hospitality Academy.

Adam Peterson shares a different approach to scheduling with big benefits to the associates and management alike. Does scheduling frustrate you? If you’ve ever wanted to find a way to make the entire system work for everyone – and make your staff happy in the process – then listen to this episode! Creating the staffing… The post EP #13 – Accommodated Scheduling with Adam Peterson appeared first on Hospitality Academy.

Have you ever started your day with the intention of getting certain things done, only to have accomplished nothing on your list 8 hours later? We all have, and we’ve all experienced the frustration that comes along with a workday like that. Here to help us is Jones Loflin, an internationally recognized speaker and the… The post EP #12 – Taking a Proactive Approach to Managing your Time appeared first on Hospitality Academy.

Get More Reviews and Improve Your Online Reputation. Did you know that 80% of consumers read online reviews before booking their travel? It’s true. Clearly social media plays a significant role in the purchasing decisions of today’s consumer so business owners must closely manage their online reputation. This is especially true in the hospitality industry.… The post EP #11 – Managing Your Online Reputation with Rupesh Patel appeared first on Hospitality Academy.

Training should be based on reality, not just theory. Have you ever sat through a training and been bored to tears? Or maybe it felt like the training just wasn’t relevant to your work. Someone who is committed to changing that is Kelly Long. Kelly is a senior training consultant with a background in teaching,… The post EP #10 – A Day in the Life of the Frontline Staff with Kelly Long appeared first on Hospitality Academy.

Is Your Leadership Style Enhancing or Harming your Operation? Zee Mahmood joins the show to share thoughts on leadership. With over 30 years in the hotel industry, Zee has learned a great deal about leadership and he shares his wisdom on this episode. Today he talks about what the most successful operators have incorporated into… The post EP #9 – How Leadership Connects to the Bottom Line with Zee Mahmood appeared first on Hospitality Academy.

What do customer experience and a hamburger have in common? Hospitality industry veteran, Steve DiGioia explains that a great customer experience is like a hamburger…it comes in 4 parts.  Each part cannot stand alone, all must work together to complete the experience. Steve talks about how each of those parts impacts the overall guest experience, from… The post EP #8 – The Customer Experience Hamburger with Steve DiGioia appeared first on Hospitality Academy.

Think Like Applying Acting Skills to Deliver Exceptional Guest Service with Phil Bartruff. Phil is a hospitality veteran and a seasoned actor. He’s taken the lessons he’s learned in his time in the acting world and applied them to his hospitality career. On today’s show, he shares what those lessons are and how you too can… The post EP #7 – Applying Acting Skills to Deliver Exceptional Guest Service appeared first on Hospitality Academy.

Industry Training Consultant, Joleen Emery Shares Insights On Training New Hires Because employee turnover and staff retention are such critical pieces in running a successful hotel we’re revisiting the topic of training. Last week we had Scott Sisk with us to talk about the onboarding process and Joleen Emery, online training, and hospitality industry expert… The post EP #6 – Industry Training Consultant, Joleen Emery Shares Insights On Training New Hires appeared first on Hospitality Academy.

General Manager, Scott Sisk of the Holiday Inn Express & Suites in Alvarado, TX is here for episode 5 of Hospitality Academy to discuss that very topic. On this episode he shares how using a well thought out onboarding checklist for new front desk agents has helped him to dramatically reduce turnover at his hotel.… The post EP #5 – New Employee On-boarding with GM Scott Sisk appeared first on Hospitality Academy.

Interview with Quality Consultant – Kim Montijo What differentiates a superb hotel from just an average one – and how can you make sure you fall into the first category (and not the latter)? Here to provide insights and specific examples you can follow is Quality Consultant, Kim Montijo. Kim has over 20 years of… The post EP #4 – Interview with Hotel Quality Consultant, Kim Montijo appeared first on Hospitality Academy.

Learn steps to prepare for Hurricane Season from Bryan Jackson, a hotel General Manager who has been through his share of storms. Do you know what to do in the event of a hurricane? Even if your area doesn’t get hurricanes you can learn some lessons on being prepared for disasters on today’s show. General… The post EP #3 – Steps to prepare for Hurricane Season with Bryan Jackson appeared first on Hospitality Academy.

Welcome to Hospitality Academy! In this introductory episode, I introduce you to what the show is all about, who it is intended for and what to expect from each episode. Welcome to Hospitality Academy! In this introductory episode, I introduce you to what the show is all about, who it is intended for and what… The post EP #1 – Welcome to Hospitality Academy appeared first on Hospitality Academy.