Hospitality Academy: Recent Episodes
Susan Pannozzo
Sharing hospitality industry tips and advice for hoteliers on the topics of Quality and Service. Listen in for regular interviews from the hospitality industry professionals with a proven reputation for success.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.