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.…

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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…

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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…

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