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.