By Susan Pannozzo
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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.
||EP #39 – The Power of Moments with Author Chip Heath - Hospitality Academy||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 defi||10/3/2017||Free||View in iTunes|
||EP #38 – Legal Rights and Responsibilities of the Innkeeper - 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 situation.||7/18/2017||Free||View in iTunes|
||EP #37 – An Open and Shut Case for Cleaning Guest Rooms - 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||7/6/2017||Free||View in iTunes|
||EP #36 – AHLA’s Hotel GM of the Year, Craig Poole - 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.||6/21/2017||Free||View in iTunes|
||EP #35 – Secrets to Running an Award Winning Hotel - 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?||6/5/2017||Free||View in iTunes|
||EP #34 – Celebrate Service Week at IHG with Jon Wakeman - 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.||5/22/2017||Free||View in iTunes|
||EP #2 – Preparing for Hurricane Season - 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||5/19/2017||Free||View in iTunes|
||EP #33 – Rocco Bova Shares Career Advice for Aspiring Hoteliers - 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,||5/9/2017||Free||View in iTunes|
||EP #32 – Effective Interviewing Techniques with Jody Rogers - 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.||4/25/2017||Free||View in iTunes|
||EP #31 – Career Magic In The Hospitality Industry with Lee Cockerell - 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 Cockere||4/11/2017||Free||View in iTunes|
||EP #30 – Social Media’s Influence on Hotel Marketing - Hospitality Academy||The Social Media Influence on Hotel Marketing||3/22/2017||Free||View in iTunes|
||EP #29 – Digital Marketing For The Hospitality Industry - 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?||2/23/2017||Free||View in iTunes|
||EP #28 – Understanding ADA Laws On Service Animals in Hotels - 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.||2/2/2017||Free||View in iTunes|
||EP #27 – Effectively Using Online Feedback and Reviews, with Daniel Craig - Hospitality Academy||Thanks to social media, reviews are available to anyone almost anywhere at the touch of a button. But many hoteliers and management staff in the travel industry don’t know how to handle both negative and positive online guest feedback.||1/12/2017||Free||View in iTunes|
||EP #26 – Conquering The Leadership Gap In Hospitality, with Sarah Pittson - 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,||12/14/2016||Free||View in iTunes|
||EP #25 – Vacation Home Rental Hospitality, with Ross Twiddy - 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.||11/17/2016||Free||View in iTunes|
||EP #24 – Succeeding In Urban Neighborhoods, with Imran Jivani - 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.||9/27/2016||Free||View in iTunes|
||EP #23 – The Complete Customer Experience, with Tony Bodoh - Hospitality Academy||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,||8/30/2016||Free||View in iTunes|
||EP #22 – Guest Service Training In a Social Media Era, with Doug Kennedy - Hospitality Academy||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 .||7/27/2016||Free||View in iTunes|
||EP #21 – Rising to the Top of the Hotel Industry with Philippe Leboeuf - Hospitality Academy||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.||4/21/2016||Free||View in iTunes|
||EP #20 – Handling Difficult Customers, with Michelle Mitchell - Hospitality Academy||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,||3/30/2016||Free||View in iTunes|
||EP #19 – Becoming a Master of Memory with Timothy Moser - Hospitality Academy||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||3/9/2016||Free||View in iTunes|
||EP #18 – Dancing At The Fountain – Insights from the World’s Leading Hoteliers - Hospitality Academy||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.||2/25/2016||Free||View in iTunes|
||EP #17 – Improving Housekeeping Labor Productivity with David Heath - Hospitality Academy||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.||2/10/2016||Free||View in iTunes|
||EP #16 – Best Practices For Reaching Your Sales Goals with Doug Kennedy - 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||1/8/2016||Free||View in iTunes|
||EP #15 – How to Conduct Annual Performance Reviews - Hospitality Academy||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 Bus||12/29/2015||Free||View in iTunes|
||EP #14 – Human Trafficking and how to Recognize the Signs at your Property - Hospitality Academy||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 Pr||11/23/2015||Free||View in iTunes|
||EP #13 – Accommodated Scheduling with Adam Peterson - 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 ha||11/5/2015||Free||View in iTunes|
||EP #12 – Taking a Proactive Approach to Managing your Time - Hospitality Academy||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.||10/28/2015||Free||View in iTunes|
||EP #11 – Managing Your Online Reputation with Rupesh Patel - Hospitality Academy||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 busi||9/30/2015||Free||View in iTunes|
||EP #10 – A Day in the Life of the Frontline Staff with Kelly Long - Hospitality Academy||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.||9/18/2015||Free||View in iTunes|
||EP #9 – How Leadership Connects to the Bottom Line with Zee Mahmood - Hospitality Academy||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.||9/7/2015||Free||View in iTunes|
||EP #8 – The Customer Experience Hamburger with Steve DiGioia - Hospitality Academy||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,||8/30/2015||Free||View in iTunes|
||EP #7 – Applying Acting Skills to Deliver Exceptional Guest Service - 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 c||7/26/2015||Free||View in iTunes|
||EP #6 – Industry Training Consultant, Joleen Emery Shares Insights On Training New Hires - Hospitality Academy||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.||7/16/2015||Free||View in iTunes|
||EP #5 – New Employee On-boarding with GM Scott Sisk - Hospitality Academy||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 agen.||7/9/2015||Free||View in iTunes|
||EP #4 – Interview with Hotel Quality Consultant, Kim Montijo - Hospitality Academy||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 fol||7/1/2015||Free||View in iTunes|
||EP #3 – Steps to prepare for Hurricane Season with Bryan Jackson - Hospitality Academy||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 o||6/29/2015||Free||View in iTunes|
||EP #1 – Welcome to Hospitality Academy - 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,||6/29/2015||Free||View in iTunes|
Thanks! What a great way to share ideas and experience. Look forward to hearing more.
Well done Susan!
WOW….Hospitality Academy Podcast is flat out awesome. Good production quality. Easy to listen. Very impressed Susan. Keep bringing it.
Its About Time!
Every hospitality professional should subscribe to this podcast. My only negative comment is that it is only a weekly podcast and I have to wait 7 days between episodes. LOVE IT.
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