Episodes

February 22, 2021 18 min
Efficiently managing rates and availability while watching on all the different key performance markers takes training and talent.

You need to understand revenue management and I will guide you.

Your guest room is a perishable product.

For this reason, pricing and customer happiness remain extremely important variables.

For you to consistently succeed, you need to understand revenue management and why it is important.

In this edition, ...
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Are you utilizing a Property Management System? If not, you’re losing money. Let me explain how you can turn this around

I have been getting questions lately about choosing the right PMS or Property Management Systems.

Your property management system or PMS, also known as a front desk system, is the heart of any hospitality property. It is the systematized mechanism that oversees and coordinates the relationship between the customer ...
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February 1, 2021 12 min
Are you looking for a way to make your life as a hotelier/innkeeper easier, increase your bookings and improve your bottom line?

Well then don’t go anywhere because I have the answer for you.

I am proud to introduce a series of hospitality property books for you, hotel, resort, inn and bed and breakfast owners and managers.

They include:

“How to Open & Operate a Bed & Breakfast”

“Strategies to Increase Your Bed & Breakfasts...
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As the world begins to open up over the next year, video content marketing is going to be a priority if you want to stand out.

Stay with me to find out why you need video and an easy way for you to benefit.

Okay, I want you to use your imagination.

Imagine you want to get away, to unwind, to a hotel, resort, inn or bed & breakfast.

You go to your favourite hospitality property booking engine to search for a property. You find a lo...
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The future is upon us and room technology is your next step.

As much as we would like to think the old ways are the best, your guest will beg to differ. Let me explain.

Greater personalization in your hospitality property, your hotel, resort, inn or bed and breakfast, makes customers feel appreciated, not just another anonymous statistic on the balance sheet.

A smart hospitality property offers exceptional opportunities to deliver p...
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It does not matter if we are travelling for pleasure or business, there are times when getting a good night’s sleep can be a taxing proposition.
I have always said,

“At a basic minimum, every hospitality property has to provide a clean facility and a comfortable bed.”

At some point, we are all hospitality property guests, whether it be a hotel, resort, inn bed & breakfast, or Airbnb, and it does not matter if we are travelling f...
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This has been an unprecedented year for the hospitality property industry but here at Hospitality Property School, we have seen the want to learn has not diminished.

I will share with you the top 10 most popular episodes of 2020.

This has been an insanely, crazy year, but it is time for our annual look back at the Hospitality Property School 10 most popular episodes 2020.

A theme I noticed this year is that many followers are searchin...
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During & post Covid-19 is a new era for the hospitality property industry and guest expectations and properties are going to have to re-evaluate the way they conduct business in order to survive.

Here is what you need to know.

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Why People will Book
Based on a report by SevenRooms, a reservation system company, as things are today, Americans planning to book a hospitality property stay would most likely do so for on...
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Without an environmental program in place, hospitality properties can be very wasteful and consume a huge amount of resources.

But don’t panic, I’ll show you how you can turn that around.

Without a program in place, hospitality properties can be very wasteful and consume a huge amount of resources but don’t panic, many greening initiatives are not expensive to implement and can provide substantial benefits to your business!

There are ...
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Housekeeping departments play a critical role in your property's success. I’m going to show you how to recognize the importance of your housekeepers so they will want to enhance your guest experience.

When visiting any property, at the absolute minimum I expect two things:

A comfortable bed and

A clean building

Nothing sends a stronger message than a spotless property and the general condition of guestrooms. This can be a highly si...
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A successful front office manager requires a perfect mixture of skilful hospitality & tight organizational skills, never settling for less than A +.

I going to show you what you have to do to be a successful front office manager.

In any hospitality property, first impressions are everything.

The way your front desk staff greets and attends to guests can make or break the image of your property. And just to make things clear, ...
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Unproductive or poor employees can be a detriment to your business but firing them can be very difficult. Here are tips to do it professionally, gracefully and safely fire an employee.

If you're an independent hotel, resort, inn or bed and breakfast owner or manager and you're having a problem with an employee, you have two choices:

•You can try to work with them, and help them improve their performance or,

•Fire them

Firing ...
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November 9, 2020 10 min
For many, upselling is a dirty word but if you want to be able to offer your guests amazing experiences, learning how to upsell is a step in the right direction and can increase your bottom line learning.

Let me share ways for you to improve your upsells.

Why Should You Want to Learn How to Upsell?

Upselling will make your guests more satisfied and make your business more profitable.

A properly trained employee can add apparent value t...
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If you operate a hotel, resort, inn or bed and breakfast you should know your number one priority for success is offering great customer service along with an unforgettable guest experience. Here are some basics to help reach this goal along with some wonderful examples.

If you operate any type of hospitality property, your number one priority for success is great customer service.

Great customer service is an essential aspect of the...
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Have you ever had a hotel, resort, inn or bed and breakfast guest standing in front of you complaining and you were not quite sure how to handle it?

Let me share with you tips you can use, along with some of the most common customer complaints.

With the continued evolution of online hotel, resort, inn and bed & breakfast review sites, social media, forums, and fuming customers on YouTube, a property's level of guest service ...
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Any business can offer good or basic customer service but your guests expect more.

How can you fulfill their expectations?

Give me a few minutes – and I’ll share with you wonderful tips for amazing customer service.

If you have been an owner/operator of a hospitality property for a while, then you might have seen the average hotel occupancy rate fluctuated dramatically over the past couple of years.


There has been no guarantee of cons...
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Communicating is something we do every day but effective communication is not a skill we all process. I will share common mistakes made and how we can improve.

Introduction
Communication is something we do automatically- like breathing. We have been talking since we were small; talk to our partners, kids, and friends without giving it a thought.

It might seem easy, but effective communication actually takes quite a bit of skill.

Choo...
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Are you happy if your hotel, resort, inn or bed and breakfast are doing so-so?

A sure-fire way to help your business grow is to train your employees and I’m going to show you how.

Training can improve employee morale, business performance, help increase your profits and if you have a properly organized system, you can find the time and I don’t mean just when they are hired, it has to be ongoing.

Let me ask you something.

“Do you have ...
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Most prosperous hospitality properties, bed & breakfast to hotels, are successful because they offer their employees a wonderful experience. How can you do this? I’ll tell you how.

In the last episode “Cost of Turnover is Expensive – How to Keep Great Employees” I talked about hiring great employees. Now that you have the right employees, how do you keep them?

Kimpton Hotels & Restaurants, Hilton, Hyatt, and Marriott Internat...
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