Rank #1: EP #20 – Handling Difficult Customers, with Michelle Mitchell
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…
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Mar 31 2016
Rank #2: EP #35 – Secrets to Running an Award Winning Hotel
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…
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Jun 06 2017
Rank #3: EP #23 – The Complete Customer Experience, with Tony Bodoh
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…
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Aug 30 2016
Rank #4: EP #31 – Career Magic In The Hospitality Industry with Lee Cockerell
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…
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Apr 11 2017
Rank #5: EP #32 – Effective Interviewing Techniques with Jody Rogers
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…
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Apr 25 2017
Rank #6: EP #36 – AHLA’s Hotel GM of the Year, Craig Poole
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…
Jun 21 2017
Rank #7: EP #16 – Best Practices For Reaching Your Sales Goals with Doug Kennedy
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…
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Jan 08 2016
Rank #8: EP #12 – Taking a Proactive Approach to Managing your Time
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…
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Oct 29 2015
Rank #9: EP #21 – Rising to the Top of the Hotel Industry with Philippe Leboeuf
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,…
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Apr 21 2016
Rank #10: EP #22 – Guest Service Training In a Social Media Era, with Doug Kennedy
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…
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Jul 28 2016
Rank #11: EP #19 – Becoming a Master of Memory with Timothy Moser
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…
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Mar 09 2016
Rank #12: EP #11 – Managing Your Online Reputation with Rupesh Patel
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.…
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Sep 30 2015
Rank #13: EP #29 – Digital Marketing For The Hospitality Industry
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…
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Feb 23 2017
Rank #14: EP #17 – Improving Housekeeping Labor Productivity with David Heath
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…
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Feb 10 2016
Rank #15: EP #28 – Understanding ADA Laws On Service Animals in Hotels
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…
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Feb 02 2017
Rank #16: EP #33 – Rocco Bova Shares Career Advice for Aspiring Hoteliers
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…
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May 09 2017
Rank #17: EP #30 – Social Media’s Influence on Hotel Marketing
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…
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Mar 22 2017
Rank #18: EP #15 – How to Conduct Annual Performance Reviews
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…
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Dec 29 2015
Rank #19: EP #18 – Dancing At The Fountain – Insights from the World’s Leading Hoteliers
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…
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Feb 25 2016
Rank #20: EP #13 – Accommodated Scheduling with Adam Peterson
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…
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Nov 06 2015