OwlTail

Cover image of Hospitality Academy

Hospitality Academy

Sharing hospitality industry tips and advice for hoteliers on a variety of topics designed to make your life a little easier and your operation more profitable. Tune in for regular interviews with hospitality industry professionals with a proven reputation for success.

Weekly hand curated podcast episodes for learning

Popular episodes

All episodes

The best episodes ranked using user listens.

Podcast cover

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… The post EP #20 – Handling Difficult Customers, with Michelle Mitchell appeared first on Hospitality Academy.

50mins

31 Mar 2016

Rank #1

Podcast cover

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… The post EP #35 – Secrets to Running an Award Winning Hotel appeared first on Hospitality Academy.

6 Jun 2017

Rank #2

Similar Podcasts

Podcast cover

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… The post EP #23 – The Complete Customer Experience, with Tony Bodoh appeared first on Hospitality Academy.

29mins

30 Aug 2016

Rank #3

Podcast cover

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… The post EP #31 – Career Magic In The Hospitality Industry with Lee Cockerell appeared first on Hospitality Academy.

29mins

11 Apr 2017

Rank #4

Most Popular Podcasts

Podcast cover

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… The post EP #32 – Effective Interviewing Techniques with Jody Rogers appeared first on Hospitality Academy.

33mins

25 Apr 2017

Rank #5

Podcast cover

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… The post EP #36 – AHLA’s Hotel GM of the Year, Craig Poole appeared first on Hospitality Academy.

21 Jun 2017

Rank #6

Podcast cover

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… The post EP #16 – Best Practices For Reaching Your Sales Goals with Doug Kennedy appeared first on Hospitality Academy.

40mins

8 Jan 2016

Rank #7

Podcast cover

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… The post EP #12 – Taking a Proactive Approach to Managing your Time appeared first on Hospitality Academy.

35mins

29 Oct 2015

Rank #8

Podcast cover

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,… The post EP #21 – Rising to the Top of the Hotel Industry with Philippe Leboeuf appeared first on Hospitality Academy.

24mins

21 Apr 2016

Rank #9

Podcast cover

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… The post EP #22 – Guest Service Training In a Social Media Era, with Doug Kennedy appeared first on Hospitality Academy.

30mins

28 Jul 2016

Rank #10

Podcast cover

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… The post EP #19 – Becoming a Master of Memory with Timothy Moser appeared first on Hospitality Academy.

39mins

9 Mar 2016

Rank #11

Podcast cover

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.… The post EP #11 – Managing Your Online Reputation with Rupesh Patel appeared first on Hospitality Academy.

37mins

30 Sep 2015

Rank #12

Podcast cover

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… The post EP #29 – Digital Marketing For The Hospitality Industry appeared first on Hospitality Academy.

36mins

23 Feb 2017

Rank #13

Podcast cover

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… The post EP #17 – Improving Housekeeping Labor Productivity with David Heath appeared first on Hospitality Academy.

22mins

10 Feb 2016

Rank #14

Podcast cover

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… The post EP #28 – Understanding ADA Laws On Service Animals in Hotels appeared first on Hospitality Academy.

33mins

2 Feb 2017

Rank #15

Podcast cover

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… The post EP #33 – Rocco Bova Shares Career Advice for Aspiring Hoteliers appeared first on Hospitality Academy.

29mins

9 May 2017

Rank #16

Podcast cover

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… The post EP #30 – Social Media’s Influence on Hotel Marketing appeared first on Hospitality Academy.

28mins

22 Mar 2017

Rank #17

Podcast cover

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… The post EP #15 – How to Conduct Annual Performance Reviews appeared first on Hospitality Academy.

35mins

29 Dec 2015

Rank #18

Podcast cover

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… The post EP #18 – Dancing At The Fountain – Insights from the World’s Leading Hoteliers appeared first on Hospitality Academy.

34mins

25 Feb 2016

Rank #19

Podcast cover

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… The post EP #13 – Accommodated Scheduling with Adam Peterson appeared first on Hospitality Academy.

30mins

6 Nov 2015

Rank #20