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020: Handling Difficult Customers, with Michelle Mitchell
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...
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021: Rising to the Top of the Hotel Industry with Philippe Leboeuf
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...
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022: Guest Service Training In a Social Media Era, with Doug Kennedy
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...
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023: The Complete Customer Experience, with Tony Bodoh
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...
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024: Succeeding In Urban Neighborhoods, with Imran Jivani
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...
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025: Vacation Home Rental Hospitality, with Ross Twiddy - Susan Pannozzo –...
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,...
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026: Conquering The Leadership Gap In Hospitality, with Sarah Pittson - Susan...
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...
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027: Effectively Using Online Feedback and Reviews, with Daniel Craig - Susan...
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...
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028: Understanding ADA Laws On Service Animals in Hotels - Susan Pannozzo –...
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...
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029: Digital Marketing For The Hospitality Industry, with Amanda Singer -...
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...
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