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 a compilation of stories shared by 7 of the world’s leading hoteliers. They tell their stories and share anecdotes from running the most prestigious hotels on the planet. On this episode of Hospitality...

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 this episode of Hospitality Academy Dave and I talk about some of the key factors you can focus on to improve your housekeeping department’s productivity today. Essential Learning...

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 for both the buyer and the supplier, as well as his recommendations for technology to use today to set you apart from your competitors! Essential Learning...

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 veteran and long-time consultant who helps companies with anything related to performance and compensation. On today’s episode of Hospitality Academy, we talk about the do’s and don’ts of annual...

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 supporting its victims. Audrey is the Director of Advisory Services for Polaris. In that role she leads a team and advises state and local governments on the implementation of...

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 schedule for your department can be challenging and often frustrating for everyone from management to team members. Trying to match the availability of your business needs...

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 co-author of three books. His first is the award-winning book Juggling Elephants, a witty and profound parable about one man’s search for solutions for the struggle of too...

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.   Rupesh Patel is the CEO of 3 Hospitality, he’s also a hotel owner and the founder of SmartGuests.com. Smart Guests.com is a...

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, instructional design, and technology. She takes her work so seriously she recently spent a week working in a hotel in various roles including housekeeper, a front desk attendant,...

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 their leadership styles to help them be so effective, getting the most out of your associate’s performance, improving the guest experience and improving the...

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 top bun (the warm greeting) to the bottom bun (the fond farewell) and all that’s in-between, including the meat (the interaction) and all...

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 relate the finer points of acting to the world of hospitality. Essential Learning Points From This Show: * How did Phil transition from acting to hospitality...

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 is here to shed more light on the subject. We talk about how to provide a pleasant experience for your new hire (and why it matters...

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. Employee turnover is an issue all of us in the hospitality industry face. An effective method for reducing it is streamlining your onboarding process with each new...

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 experience in the hotel industry and today she shares what she’s learned about the key factors that make a great hotel and a not-so-great hotel when it comes to cleanliness and the...

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 Manager Bryan Jackson from the Holiday Inn Express & Suites in Suffolk, VA shares his advice on preparing for the hurricane season including when he starts preparation, what to stock...

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 to expect from each episode.