Shows
The Hotelier HelpcastThe Psychology Behind Great Hotel Service-070Grab your copy of the “Unlocking Hospitality Success: 25 Must-Know Insights for Independent Hotel Owners” PDF.https://keystonehpd.com/the-hotelier-helpcast-pdf/ Unlocking Guest Satisfaction: Psychological Secrets to Boost Your Hotel Service In this episode of Hotelier HelpCast, host Gerry MacPherson looks into the psychology behind memorable hotel service. He explores the power of personalization, empathy, reciprocity, social proof, and the right environment in creating unforgettable guest experiences. Gerry provides practical tips for independent hotel owners and operators, emphasizing the importance of listening to guests, anticipating needs, and offering genuine acts of kindness. The epis...2025-04-2410 min
INNsider TipsChoosing the Right Location Build a Hospitality Property | INNsider Tips-001Welcome to the new INNsider Tips.These will be short, bite-size weekly episodes that are designed to help you, current or aspiring independent hotel, resort, inn bed & breakfast etc. owners and managers who want to operate a successful hospitality property.Many of the tips I will be sharing come from decades of experience in the hospitality and travel industry and the best practices of established larger hospitality property brands. To take advantage of these tips, make sure to subscribe.You will be able to find us by signing up for the INNsider Tips Podcast...2022-05-1604 min
Hospitality Property SchoolCustomer Complaints - How to Handle Them | Ep. #216Have 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 is increasingly visible to the outside world. For this reason, it is vital that you have a working operation...2020-10-2621 min
Hospitality Property SchoolCustomer Complaints - How to Handle Them | Ep. #216Have 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 is increasingly visible to the outside world. For this reason, it is vital that you have a working operation...2020-10-2620 min
Hospitality Property School31 Habits of Successful People | Ep. #206Life is 10% what happens and 90% of how you react to it. I will share with you 31 habits of successful people and how they react.Here’s an interesting fact, Nearly all successful people have similar habits. You may not have recognized them, so I’m going to share with you a list of twenty-one of the most common habits of successful people. 1. Be Decisive I have mentioned this before – When you have a decision to make – make it!Big or small, this will affect your success remembering that these decisions compleme...2020-08-1714 min
Hospitality Property SchoolHow to Make the Outside of Your Hospitality Property More Enticing | Ep. #205Do you feel the outside look of your property is distracting from the experience you want to offer your guests?Let me give you a few ideas that can improve their first impression.First impressions last and this is particularly true when it comes to the appearance of a hospitality property. If the outside area of a property looks run-down or does not look inviting, this has the potential to turn off a large number of guests and discourage them from returning or even staying in the first place. This can be...2020-08-1005 min
Hospitality Property School37 Things for a Perfect Hotel Room | Ep. #204If you want your guest to return, you are going to have to WOW them. I’m will show you how to do this with the perfect hospitality property room. When things get back to some semblance of normal, whatever that may be, you are going to have to work extra hard to get back your customers.In this episode, I’m going to take WOWing your guests to a new level. I’m going to share with you the things for me and my colleagues should be included in the perfect hospitality property room. T...2020-08-0314 min
Hospitality Property SchoolYour Daily Operating Procedure | Ep. #203Do you own or manage a hospitality property? What type of hotel are you?I am going to tell you about the differences.Have you ever noticed there are many different types of hotels throughout the world? I have found a list that names over 60 types and I want to give credit to Christian Eilers https://djaunter.com/author/ceilers/ of Dauntless Jaunter https://djaunter.com/ for compiling this list.This episode will include the property terms from the most common accommodations to the most obscure, with definitions.Let’ get started.2020-07-2721 min
Hospitality Property SchoolRevenue Management - How to Set It Up | Ep. #202Your guest room is a perishable product so pricing & customer happiness remain extremely important variables. To stay on top you need to understand revenue management and why it is important. I’ll explain.Why did you want to become a hospitality property owner?•The idea of becoming a hospitality property owner and greeting guests sounded appealing.•You were tired of the rat race and wanted to take control of your own destiny.•Or like most owners, you wanted to make money or even better, to make more money in less timeOne...2020-07-2010 min
Hospitality Property SchoolOutsourcing for My Hotel, Resort, Inn & Bed & Breakfast | Ep. #201Do you ever feel overwhelmed? Too much to do and not enough time?I’m going to give you a solution to take some of that stress of your plate.In this episode, I will look at outsourcing by asking and answer the following questions:What is outsourcing?Why would I need to outsource?When to outsource?What duties could I outsource?Where do I look to find outsourcing?Alright, there is a bit to cover so let's get started.Wh...2020-07-1309 min
Hospitality Property SchoolMission Statement & Why You Need One – Plus More | Ep. #200Mission Statement & Why You Need One – Plus More | Ep. #200Why do you want to own & operate a hospitality property? I’ll give you a way to answer that question that should increase your bookings. Also, this is our 200th episode and we are celebrating!Over the years, I have asked many independent hotel, resort, inn and bed & breakfasts owners why they wanted to be in the hospitality property industry. As you can guess, I’ve heard a range of answers. •I love people •The service industry is wonderful•It’s a great...2020-07-0606 min
Hospitality Property SchoolHow Will I Know My Operations Manual Works? | Ep. #199You want to have an operations manual for your property but how do you know it’s worth the time putting together. I will show you how to make sure it works.In the last couple of episodes, I looked at why and how to prepare your operations manual. I looked at the framework or the structure, and in the last episode, I gave you examples of the types of forms you should include. I understand, to some of you, the list might have seemed extreme, but I am serious when I say, you ha...2020-06-2911 min
Hospitality Property SchoolYour Operation Manual – What You Need to Include | Ep. #198Do you have a photographic memory? Do your employees? If not, you need an operations manual. I’m going to tell you what should be in it.I'm not going to tell you exactly what your operations manual should include because it's up to you. The material could vary a little bit from property to property but the frame or structure I'm going to share with you is universal. You don't have to write all this down because first, it's a long list and second, you can find it at KeystoneHospitalityDevelopment.com/KHDC198. 2020-06-2211 min
Hospitality Property SchoolSetting Goals – For Hotels, Resorts, Inns & Bed & Breakfasts | Ep. #197Your hospitality property needs direction and it’s up to you to choose that direction by setting goals that you can strive to accomplish. I’ll show you how to start.Today, I am going to look at setting up short-term & long-term goals for your hospitality property.Long-term goals can be a great motivator for self-improvement. They give you purposes that you can strive to accomplish. Some of these goals might be far-off dreams, the ones that inspired you to open your property in the first place. Short-term goals can allow you to stay...2020-06-1506 min
Hospitality Property SchoolOperation Manuals - Worth Their Weight in Gold | Ep. #196Operation manuals are worth their weight in gold. I’ll tell you why designing your own has to be a priority.In this episode, I am going to be taking a closer look at your operations manual. In the last episode, I looked at who you were and what job descriptions were needed to operate your hospitality property. I also talked about assigning the right people for each job, determine the specific tasks for each job and what is required to complete each task. This was to be done in an easy to follow, step-by-step checklist fo...2020-06-0810 min
Hospitality Property SchoolOrganizational Strategy for Your Hotel, Resort, Inn or Bed & Breakfast | Ep. #195No matter the size of your property, you have to think like a CEO, with shareholders, a board of directors and department managers. I’m going to tell you how.As the owner of an independent hotel, resort, inn or bed & breakfasts, you and you alone have manifested any problems or uncomfortable situations that have occurred. Does that sound harsh?Passing blame to or not being supportive of your employees, can develop a disease that can destroy your business and have a negative influence on your life. Your problems don't go away un...2020-06-0108 min
Hospitality Property SchoolHow to be Organized in Your Hospitality Property | Ep. #194When travel starts to return and the world begins opening up, it is going to be a slow and staggered process. You have to be ready and I’m going to tell you how to start.For the sake of this episode, I'm going to assume you're either starting a hotel, resort, inn or bed and breakfast from scratch or are hoping to improve your current business. Where do you start?How about at the beginning?Let's go through a step by step process Sleep aroundVisit other ho...2020-05-2507 min
Hospitality Property SchoolHow to Start a Hotel, Resort, Inn or Bed and Breakfast- 9 Keys to Success | Ep. #193When travel starts to return and the world begins opening up, it is going to be a slow and staggered process. You have to be ready and I’m going to tell you how to start.For the sake of this episode, I'm going to assume you're either starting a hotel, resort, inn or bed and breakfast from scratch or are hoping to improve your current business. Where do you start?How about at the beginning?Let's go through a step by step process Sleep aroundVisit other hospitality pr...2020-05-1807 min
Hospitality Property SchoolHow to Get the Support You Need to Grow Your Property | Ep. #192Operating a successful hospitality property just got easier…You’re a heartbeat away from the crucial training, advice & support you need to plan, create & grow a prosperous and rewarding hotel, resort, inn or bed and breakfast. Stay with me and I’ll explain how.Does any of this sound familiar? You have a great idea for a hospitality property, but don't know where to start or how to turn that into a real plan... You've spent countless hours working your business but your organizational structure is lacking and you’re tired of havin...2020-05-1110 min
Hospitality Property SchoolHow to Come Back Stronger After the Pandemic-Resources for Hospitality Properties | Ep. #191Are you going to be as ready as your competition when guests slowly start to return? What can you do to ensure you’re going to be on top of their booking list? Check out this episode and I’ll tell you how.If you read, watched or listened to last week’s episode of Keystone HDCs Hospitality Property School, “9 Ways to Prepare for When the Guest Return” you would have seen a list of things you can do to get ready. If you haven’t, you should check it out.http://keystonehospitalitydevelopment.com/khdc190Whether you...2020-05-0506 min
Hospitality Property School9 Ways to Prepare For When the Guest Return | Ep. #190It doesn’t look like a rush of travellers are going to be returning soon. Should you be sitting in the corner waiting for the influx? No, and I am going to tell you some things you should be doing in the meantime to prepare.There is no denying that the hospitality property industry is taking a major hit.Due to the COVID-19 outbreak, properties from all over the world are experiencing low occupancy rates or closing their doors until further notice. Either way, they are all experiencing a difficult time.While we ar...2020-04-2708 min
Hospitality Property SchoolHow to Improve Your Guests Sleep | Ep. #189It does not matter if your guests are travelling for pleasure or business, there are times when getting a good night’s sleep can be a taxing proposition. I am going to share how you can help improve their sleep.According to the JD Power’s 2019 North America Hotel Guest Satisfaction Index Study, just 29% of hotel guests surveyed said they had a “better-than-expected” quality of sleep. The majority of guests who had a good night’s sleep at a property said they would return.I have always said, “At a basic minimum, every hospitality property has to provide a...2020-04-2007 min
Hospitality Property SchoolAre Blackout Curtains for Hotels, Resorts, Inns & Bed and Breakfasts Necessary? | Ep. #188You don’t think blackout curtains are important for your property? Think again! I’ll explain why.Today’s short episode is designed to make you think.As the pace of working life increases, it becomes all the more important that we get full and proper sleep whenever we can. This can be especially true for business travellers.Not only are blackout curtains enjoying widespread popularity in hospitality properties but are becoming increasingly common in private homes and commercial buildings. When thinking about blackout curtains for a hospitality property, quality control and professional instal...2020-04-1304 min
Hospitality Property SchoolIn-Room Tablet Vs. Mobile App - For Hotels, Resorts, Inn, Bed & Breakfasts | Ep. #187Which is better for your hospitality property, an in-room tablet or a mobile app? Stay with me and I will help you decide.If you haven’t subscribed yet, do it now and make sure to hit the little bell so you’ll be informed when I upload a new video. You won’t want to miss anything designed especially for you.There is no doubt that in recent years the hospitality property customer service experience has changed considerably. In the not too distant past, often the only contact a guest would have with a prop...2020-04-0609 min
Hospitality Property SchoolHow to Turn Your Hospitality Property Cancellations into a Positive | Ep. #186Around the world, both big-brand and independent hospitality properties are feeling the sting of COVID-19.I’m going to show you how to turn this pain into a gain.If you haven’t subscribed yet, do it now and make sure to hit the little bell so you’ll be informed when I upload a new video. You won’t want to miss anything designed especially for you.As of the writing of this episode, the COVID-19 coronavirus outbreak has infected 250,618 people, claimed 10,254 lives and spread to 182 countries and territories around the world and 1 cr...2020-03-2511 min
Hospitality Property SchoolHow Augmented reality Can Work - For Your Hotel, Resort, Inn, Bed & Breakfast | Ep. 185With each step forward in the digital revolution, science fiction has become less like fabrication and more like reality. Let me explain how this will change hospitality property marketing.At the beginning of this episode, I stated that with each step forward in the digital revolution, science fiction has become less like fabrication and more like reality. That's in part because hardware engineers and software developers continue to improve their augmented reality technologies, making the line between real and virtual life ever dimmer. Augmented reality (AR), it seems, may soon be the true reality for us all.2020-03-1607 min
Hospitality Property SchoolVirtual Reality-For Hotels, Resort, Inns, Bed & Breakfasts | Ep. #184Virtual reality is one of the hottest things in hospitality and technology right now and I am going to explain why and how you can benefit.Virtual Reality is a natural progression following the internet’s love of video, and now VR hopes to bring realistic interactive video to life. In regards to the hospitality property sector, this often takes on the form of virtual reality video marketing. It is an amazing way to highlight what your property has to offer with the use of a digital walkthrough and now many hospitality brands are creating new experiences for th...2020-03-0908 min
Hospitality Property SchoolEnvironmental Policy for Hotel-Resort-Inn Bed & Breakfast | Ep. #183You have made the decision to become more environmentally sustainable. Do you have an environmental policy in place? I am going to give you a template you can use.Over a number of episodes, I have referred to the importance of a property operations manual and how every property needs one. In fact, I honestly believe that you cannot have an efficient business without an operations manual.If you want your hospitality property to be competitive, one section that defiantly has to be included in your operations manual is your environmental policy.In our...2020-03-0203 min
Hospitality Property SchoolGoing Green Solutions- How to Make Your Property Eco-Friendly | Ep. #182Is your hospitality property living up the sustainable efforts your guests expect? If so, Excellent! If not, I will show you how to create a place where every guest feels welcome. Investing in renewable & eco-friendly resources for hospitality properties used to be a luxury, but now is necessary. Today, it can help you improve your properties overall profit and patronage. Renewable power, including wind and hydroelectric power, are set to rise by 40 per cent over the next five years. While less than 2% of the world’s electricity is currently generated through solar technology, a re...2020-02-2515 min
Hospitality Property SchoolSmart Access Solutions - Hotels-Resorts-Inns | Ep. #181Do you like doors that are hard to open or loud? Neither do your guests. Stay with me to find out how to solve this problem.What does every hospitality property need to offer? Near the top of the list has to be convenience and security.How can hospitality properties evolve? With smart access solutions.Hospitality properties are more than just bricks and mortar, they move people. A busy property is the exact opposite of inactivity. With everything you have to deal with on a daily bases, one thing you might not notice but...2020-02-1810 min
Hospitality Property SchoolRoom Technology for Hospitality Properties | Ep. 180What to enhance your guest experience but not sure where to start. Today, I’m starting a brand new series of episodes of ways to enrich your guests stay while growing your business.This episode is going to be the first in a series of episodes about ways to enhance your guest’s experiences. I will be going into great detail on some topics such as… •Room technology •Property doors•Property windows•AI / VR•Going greenTo name a few.I will be sharing...2020-02-1108 min
Hospitality Property School21 Habits of Successful People | Ep. #179Life is 10% what happens and 90% of how you react to it. I will share with you 21 habits of successful people and how they react.Here’s an interesting fact, nearly all successful people have similar habits. You may not have recognized them, so I’m going to share with you a list of twenty-one of the most common habits of successful people. 1. Be Decisive I have mentioned this before – When you have a decision to make – make it!Big or small, this will affect your success remembering that these decisions complement your values.2020-02-0410 min
Hospitality Property SchoolYou’re Invited! | Ep. #178Does this sound like you? You are operating your hotel, resort, inn or bed and breakfast and you think things are going well but you feel they could be better. Let me share with you how you can find out.Welcome to another edition of hospitality property school.I am your instructor, Gerry MacPherson.Does your hotel, resort, inn or bed and breakfast lack the consistency you feel you deserve? Are you not getting the return clientele at the same rate as your competitors? Does your marketing lack the oomph to get customers...2020-01-2805 min
Hospitality Property SchoolYou’re Invited! | Ep. #178Does this sound like you? You are operating your hotel, resort, inn or bed and breakfast and you think things are going well but you feel they could be better. Let me share with you how you can find out.Welcome to another edition of hospitality property school.I am your instructor, Gerry MacPherson.Does your hotel, resort, inn or bed and breakfast lack the consistency you feel you deserve? Are you not getting the return clientele at the same rate as your competitors? Does your marketing lack the oomph to get customers...2020-01-2803 min
Hospitality Property SchoolWhat Was Popular in 2019? | Ep. #177We are into 2020, but what was popular in 2019? Stay here with me and I will share with you the top ten episodes for hospitality property owners and managers last year.Thank you for joining me for a very special instalment recapping the top 10 episodes of 2019. I like this episode because it gives me the opportunity to take stock of which topics resonated with you the past year.I will be counting down from 10 – 1 and I will give you a snippet from each episode to remind you of why they were so popular.If you go...2020-01-2111 min
Hospitality Property SchoolWhat You Can Do About Stress? | Ep. #176Do you sometimes feel stressed? You can’t keep your thoughts together. Being stressed can affect you deeply in both mind and emotion, so what can you do about it?Stay with me and I’ll share some tips.Let me start by asking you a couple of questions.•Are you feeling stressed? •Does it look like there are constant obstructions in your way?•Does it seem like you have so much to do that you can’t keep them straight?•Do you feel like some insane existence is s...2020-01-1414 min
Hospitality Property SchoolHotel, Resort & Bed and Breakfast Trends for 2020 | Ep. #175So we are into a new decade. What do we have to look forward to in the hospitality property industry? Stay with me and I’ll tell you.We here at Keystone HDC, we want to wish you a Happy New Year and take a few moments to explore upcoming hospitality property trends in order to help you lay the foundation for your success in 2020.Here are the top things you should consider.Go greenA focus on environmental sustainability isn’t new, but the degree to which your gues...2020-01-0716 min
Hospitality Property SchoolInteresting Year for Hotels, Resorts, Inns & Bed & Breakfasts | Ep. #174This has been an interesting year. Do you want to know what’s coming up in the future?Since our founding in 2012, we have been very fortunate to have been able to help many hospitality properties worldwide grow their business with organizational assistance, employee development, marketing and ways to review their own hotels, resorts, inns and bed & breakfasts.This year, with our posts and podcasts I have covered such topics as: Why Great Employees Quit Ways to Become the Best Front Office ManagerWays to Increase Your Restaurant Business2019-12-1002 min
Hospitality Property SchoolWhy Great Employees Quit | Ep. #173Are you losing great employees and are not sure why? The answer might be some of your rules.Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson.There are hospitality property owners and managers out there who are doing things the way it always has been done because that is the way it has always been done.Over the years, these owners or managers might have driven their best people away and will continue to do so until they spot the connection between policies, passion, performance and profits. 2019-12-0311 min
Hospitality Property SchoolWhy Great Employees Quit | Ep. #173Are you losing great employees and are not sure why? The answer might be some of your rules.Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson.There are hospitality property owners and managers out there who are doing things the way it always has been done because that is the way it has always been done.Over the years, these owners or managers might have driven their best people away and will continue to do so until they spot the connection between policies, passion, performance and profits. 2019-12-0308 min
Hospitality Property SchoolHotel Questionnaire - The Right Survey Questions to Ask | Ep. #172How can you find out what your customers want? Using surveys (the right way!) can lead to more bookings. I am going to share the right questions to ask.Today, I am going to look at the right survey questions to ask and how to write them.The first thing is you have to know how well you really know your target market.Their pains...Their problems...Their motivations...•Are you marketing your hospitality property online and feel like your message is falling flat? •Do peop...2019-11-2605 min
Hospitality Property SchoolRenewable Energy - For Hotels, Resorts, Inns & Bed & Breakfasts | Ep. #171Investing in renewable & eco-friendly resources for hospitality properties used to be a luxury, but is now, not only is it necessary, it can help you improve your properties overall profit and patronage. I will share with you ways you can utilise green technology.Hospitality properties have often demonstrated their role as first movers for green technology.Every property is unique and has different requirements and it is important that hotels, resorts, inns and bed and breakfasts identify and realize solutions according to specific needs. For windsurfing or kitesurfing resorts, new wind technologies might be...2019-11-1906 min
Hospitality Property SchoolHotel, Resort, Inn & Bed & Breakfast Recourses You Need| Ep. #170Are 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.There are here! I am proud to introduce the newly updated series of hospitality property books for you, hospitality property owners and managers.They include:“How to Open & Operate a Bed & Breakfast”“Strategies to Increase Your Bed & Breakfasts Bookings & Profit”“How to Open & Operate a Hotel, Resort or Inn”“Hotel, Resorts or Inns...2019-11-1210 min
Hospitality Property School15 Ways to Become the Best Front Office Manager | Ep. #169A 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 desk 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, if you operate a small B & B or inn and you are a one-person operation – you are the front office manages.2019-11-0514 min
Hospitality Property School7 Ways to Conduct Market Research with Little Money | Ep. #168Knowing your market is imperative to a successful hotel, resort, inn or bed & breakfast but research can be expensive. Here are ways you can do on your own and without much money or training. When hospitality properties develop an idea, whether it's a new service or a redesigned website, marketing research is often the first thing cut due to time or financial limitations. That can make sense. Working with marketing research firms can be very expensive and time-consuming. If you haven't done research before, it is very tempting to skip it and jump right...2019-10-2906 min
Hospitality Property SchoolProperty Management System – What You Need! | Ep. #167Are you utilizing a Property Management System? If not, you’re costing yourself time and money.I have been getting questions lately about choosing the right PMS or Property Management Systems and I felt it was time to replay a very popular episode I recorded last year on this topic.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 and your services. Without one, a hospitality property will labour to...2019-10-2207 min
Hospitality Property School28 Ways to Increase Your Restaurant Business | Ep. #166Do you have a restaurant on your property? Is it bringing in an extra stream of revenue? If no, why not? I am going to share how you can increase your restaurants potential.If you have a restaurant and you’re only catering to your hotel guests, then you’re leaving money on the table. You might believe you have a very good restaurant, in fact, you might believe you have a great restaurant but without good local patronage how would you know for sure. Hotel restaurants are normally not on the radar of pote...2019-10-1510 min
Hospitality Property SchoolEmployee Turnover at Your Property is Expensive | Ep. #165Employee turnover is costing you money. Here is what you need to do to stop losing great employees and throwing money out the window.Turnover rates in the hospitality industry have grown in past years, in some sectors up to 70% and this includes the hospitality property sector.Turnover can impact everything from staff morale to a property’s ability to deliver consistent guest experiences, to budget and overall profit margins. While there are many factors that contribute to an employee’s decision to leave, it’s up to properties owners and managers to take correc...2019-10-0809 min
Hospitality Property SchoolCoping with Stress as a Property Owner | Ep. #164Operating a hospitality property can be fun, fulfilling, rewarding and stressful. I am going to share with you symptoms of stress and what you can do about them.Let me ask you a couple of questions. •Are you feeling stressed? •Does it look like there are constant obstructions in your way?•Does it seem like you have so much to do that you can’t keep them straight?•Do you feel like some insane existence is sabotaging you by preventing your progress?In this podcast, I am going t...2019-10-0111 min
Hospitality Property SchoolVideo Content Marketing - For My Hospitality Property | Ep. #163The future of video marketing is here and if you are not using it in your marketing strategy, you’re losing bookings. If you own or manage a hotel, resort, inn or bed & breakfast, stay with me to find out why you need video and how you can get your own.Welcome to another edition of hospitality property school. I am your instructor, Gerry MacPherson.Today, I am going to talk about Video and Your Hospitality Property.Okay, I want you to use your imagination. Imagine you want to get aw...2019-09-2426 min
Hospitality Property SchoolVideo Content Marketing - For My Hospitality Property | Ep. #163The future of video marketing is here and if you are not using it in your marketing strategy, you’re losing bookings. If you own or manage a hotel, resort, inn or bed & breakfast, stay with me to find out why you need video and how you can get your own.Welcome to another edition of hospitality property school. I am your instructor, Gerry MacPherson.Today, I am going to talk about Video and Your Hospitality Property.Okay, I want you to use your imagination. Imagine you want to get aw...2019-09-2423 min
Hospitality Property SchoolHow to Handle Customer Complaints in Hospitality | Ep. #162Have you ever had a guest standing in front of you complaining and not sure how to handle it?I’m going to share with you the type of quests that make them and 18 of the most common complaints.We all have our own personalities, motivations and quirks. The same can be said for the unhappy person standing in front of you and if you can determine the type of person that is, the chances of you handling the complaint successfully will increase dramatically.Another reason it is important to handle complaints effectively is th...2019-09-1713 min
Hospitality Property SchoolHow to Get Referrals for My Hospitality Property | Ep. #161Asking for referrals can be hard! I’m going to share how to make it not only easier but a natural part of your life as a hotelier/innkeeper.As an independent hotel, resort, inn or bed and breakfast, a very effective way to grow your business is through referrals. Unfortunately, referrals do not happen effortlessly. Yes, you might get the odd referral, but if you want your business to grow you have to both earn and ask for them. Let's begin by talking about how you can earn great referrals from yo...2019-09-1007 min
Hospitality Property SchoolSurveys and Questionnaires – For Hospitality Properties | Ep. #160Hotel Customer Questionnaire and Surveys | Ep. #160"Why do I need surveys, I know what my guests like."I would like to say I've never heard that before but you might be shocked at the number of hospitality property owners I have met have said just that or something similar. I’m going to explain why you need surveys. I'm going to give you four very important reasons why your hospitality property should be conducting surveys. 1.To find out what's going on. If your customers are given a non-threatening method, they will te...2019-09-0305 min
Hospitality Property SchoolHow Do I Create a Mailing List for My Property? | Ep. #159Would you like the ability to tell everyone every day, week, month, who checks out your property how great you are?You can do this and I’m going to explain how.I am going to be talking about emails and guest list building. I have heard independent hotel, resort, inn and bed & breakfast owners say "I'm just a small property owner, not an international internet marketer, why would I need an email list?" The usage of the internet, tablets and smartphones is the norm for most people and for you to...2019-08-2705 min
Hospitality Property SchoolOnline Reputation Management for Your Property | Ep. #158,You’re losing money if you have a bad online presence.In this post, I will share just how important your online presence is and how a good one can be the difference between a hugely successful property and one that is struggling. I will be looking at;•Internet and the hospitality property industry•Why Does ORM Matter?•Online Reputation Management Best Practices•Can You Do Online Reputation Management Yourself?2019-08-2013 min
Hospitality Property SchoolReferral Programs That Work & Using Them to Propel BookingsAre new customers knocking down your door to stay at your property? If not, I’m going to share a proven method to increase your bookings.I look at,•Make your guests experience a priority•Offer incentives for referrals•Set yourself up for reoccurring growth•How to keep an eye on quality control2019-08-1311 min
Hospitality Property SchoolIs This Your Story?After spending decades with hospitality property owners and managers I have heard similar stories to the one I am going to share with you. Can you relate?2019-08-0601 minHospitality Property SchoolWant to Grow Your Properties Success for FREE – Check This Out | Ep. #155In lieu of a post this week, I just want to give you a heads up on something coming that we at Keystone HDC, are very excited about.The release of the brand new“Your FULL Guide to Owning & Operating a Hospitality Property – Successfully” Book2019-07-3002 minHospitality Property SchoolFree Access to Hospitality Property Resource EBooks | Ep. #154Do you like getting things for free?Well, today is your lucky day, I’m giving away free copies of our new ebooks.2019-07-0901 minHospitality Property SchoolRevenue Management Strategies for Your Hospitality Property | Ep. #153Efficiently 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’m here to guide you.2019-07-0222 minHospitality Property SchoolTraining and Development is Imperative for Your Property | Ep, #152Employees that are motivated, satisfied and have great morale = happy guests = more profit.Ongoing training and development will help you reach this goal.2019-06-2519 minHospitality Property SchoolGo Green – How to Make Your Property Eco-Friendly | Ep. #151Is your hotel, resort, inn or bed & breakfast consuming and wasting resources? If so, you’re losing money.I’m going to show you how you can turn that around.2019-06-1826 minHospitality Property SchoolYour Employee Training Procedure – Step By Step | Ep. #150Are you happy if your hotel, resort, inn or bed and breakfast is 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.In this episode, I’m going to look back at “Employee Training Process – Step-By-Step”.2019-06-1114 minHospitality Property SchoolIt’s Imperative You Have Operations Property for Your Property | Ep. #149Many hospitality properties collapse simply because they failed to set up good business operations manual.It doesn’t matter the size of your property, a good operations manual will reduce human error and inform everyone precisely what they need to do, who they are responsible to and who they are responsible for. It makes it easier to train new employees, saves time, makes your business more scalable, reduces your liability risks and adds market value to your property.2019-06-0411 minHospitality Property SchoolOK, This Was Unexpected… | Ep. #148Things can change so fast and you have to be able to roll with the punches.If you have been a follower of the Keystone HDC or the Hospitality Property School podcasts, you might have noticed that we didn’t have a post or a podcast last week.2019-05-2809 min
Hospitality Property SchoolHow Keystone HDC Started & Who is Gerry MacPherson? | Ep. #147What gives me the right to tell you how your property should be run? Stay with me, I'm going to share my story.This show is part of the Spreaker Prime Network, if you are interested in advertising on this podcast, contact us at https://www.spreaker.com/show/3661083/advertisement2019-05-1411 minHospitality Property SchoolHow Keystone HDC Started & Who is Gerry MacPherson? | Ep. #147What gives me the right to tell you how your property should be run? Stay with me, I'm going to share my story.2019-05-1409 minHospitality Property SchoolUpgrade Your Success | Ep. #146I’m excited and you’re going to benefit.Let me explain how.If you are looking for ways to increase your properties bookings and profit, we want to help you by sharing our “Upgrade Your Success” Special.2019-05-0709 minHospitality Property School16 Additional Marketing Ideas to Attract More Guests | Ep. #145Today, you are going to find the competition on every corner. How are you going to stand out from the crowd?I have 16 ways you can do this.2019-04-3012 minHospitality Property School16 Marketing Ideas to Attract More Guests | Ep. #144With so much competition in the hospitality property space, what can you do to show guests you are their number one choice?I have 16 tips you can use.2019-04-2313 minHospitality Property School14 Hospitality Property Trends You Need to Know | Ep. #143If you want your hotel, resort, inn or bed & breakfast to stay current, you have to be diligent and a way to do this is to stay on top of trends.Here are some top trends you need to consider.2019-04-1613 minHospitality Property School9 Ways to Improve Your Online Visibility | Ep. #142The online world is really crowded. How can you make your property stand out?Stay with me and I’ll tell you how.2019-04-0915 minHospitality Property SchoolSelling Your Hospitality Property Experiences | Ep. #141Why is selling experience more important than just selling rooms?Stay with me and I will tell you why.2019-04-0211 minHospitality Property SchoolGet Your Free Hospitality Property Downloads | Ep. #140Would you like to have access to a free resources centre that could help streamline your organisational structure, grow your bookings and increase your bottom line?It’s all yours, so stay with me to find out how.2019-03-2504 minHospitality Property SchoolStorytelling Tips to Showcase Your Hospitality Property | Ep. #139In the last decade, when it’s been time to book a vacation, your potential guests have become researchers.In the past, it might have been normal for them to call on a travel agent to book the perfect getaway. Today, holiday researchers are their own travel agents.What does that mean for you?2019-03-1914 minHospitality Property SchoolHotel and Bed & Breakfast Interview Questions | Ep. #138For many of you, hiring season is almost here and if you’re lucky, you have a pool of people you know to draw from to work at your property. For many of you, hiring season is almost here and if you’re lucky, you have a pool of people you know to draw from to work at your property. If not, how do you find the perfect candidates?I’ll explain how.2019-03-1214 minHospitality Property SchoolTwitter for Your Hotel or Bed and Breakfast | Ep. #137With so many social media options available, why should you consider Twitter as a marketing option?I’ll give you facts to help you decide.2019-03-0519 minHospitality Property SchoolPinterest for Your Hotel or Bed and Breakfast | Ep. #136The impact of Pinterest is growing every year and gives a property the opportunity to share its personality, values and the best it has to offer but is it right for your property?In this edition, I’ll explain how Pinterest works.2019-02-2617 minHospitality Property SchoolHow to Use Instagram for Your Hotel or Bed & Breakfast | Ep. #135Visual content is said to be one of the most important components when it comes to marketing for business.Instagram is such a visual platform, it cuts through the clutter and could help your property speak for itself.I’m going to show you in seven steps how your property can benefit from the platform.2019-02-1916 minHospitality Property SchoolBenefits of a Facebook Business Page| Ep. #134With all the bad press from Facebook the last couple of years, should you bother including it in your marketing strategy?In today’s edition, I’ll give you the fact2019-02-1218 minHospitality Property SchoolLinkedIn – Does it Work? | Ep. #133Is it worth including LinkedIn in your properties marketing strategy?I will share benefits and tips for a LinkedIn Company Page to help you decide.2019-02-0515 minHospitality Property School18 Ways to Promote Your Hotel & Bed and Breakfast on YouTube | Ep. #132Statistics show that hotels, resorts, inns, and bed and breakfasts enjoy higher booking opportunities when using video marketing.I am going to share with you the advantages of using YouTube and how you can benefit.2019-01-2913 minHospitality Property SchoolBed and Breakfast Checklists | Ep. #131What are some ways I can consistently give my guests a great experience at my bed and breakfast?I am going to look at ways to maintain your bed and breakfasts standards.2019-01-2215 minHospitality Property SchoolHow to Start a Bed and Breakfast | Ep. #130Have you ever thought of opening your own bed & breakfast?Do you know what is required to operate a bed & breakfast?In this edition, I am going to look what you should do to start your own bed and breakfast.2019-01-1511 minHospitality Property SchoolHow to Build a Bed & Breakfast or Hotel Website | Ep. #129It important for potential customers to really like your website because the longer they stay, the higher the chance they will book.So how do you get them to stay longer?2019-01-0814 minHospitality Property School12 Habits of Successful People | Ep. #128Nearly all successful people have similar habits.In this episode, I will share 12 Habits of Prosperous People and show you how by practising positive thinking you will be able to concentrate on your strengths and accomplishments to enhance contentment & motivation.2018-12-1812 minHospitality Property SchoolHow to Stay Positive During Difficult Times | Ep. #127How do successful people deal with negativity and endure when things get hard.In the edition, I am going to look at how you can train to become a positive thinker.2018-12-1118 minHospitality Property SchoolRunning a Hotel, Resort, Inn or Bed & Breakfast? | Ep. #126To improve the success of any hospitality property, your hotel, resort, inn or bed and breakfast, it is important to understand organisation structure, employee development, marketing, and how your guest sees your property.I’m going to share with you how you can grow in all these disciplines.2018-12-0413 minHospitality Property SchoolCollect Email Addresses & Build Your Guest List | Ep. #125With the internet, tablets and smartphones now part of the norm for most people, to be a more successful hospitality property, you have to be online, in front of your past, current and potential guests. I am going to share how you can reach those guests, collect their emails and build your customer list.2018-11-2713 minHospitality Property SchoolRevenue Management & How to Set It Up | Ep. #124Your guest room is a perishable product.For this reason, pricing and customer happiness remain extremely important variables.In this edition, I will explain why daily audit reports are necessary for the success of any hospitality property and which reports are the most important?2018-11-2021 minHospitality Property SchoolA Memorable Experience for Your Hospitality Property | Ep. #123We have all visited properties that have friendly staff, nice rooms, a good view, and an enjoyable breakfast. There is nothing wrong with these hospitality properties and you feel satisfied paying. You get what you paid for. Does this make this hospitality property memorable?Nope!Today, I’m going to give you ways to make your property memorable.2018-11-1319 minHospitality Property SchoolTraining and Employee Development for Hospitality Properties | Ep. #122For hospitality properties to grow their business and remain competitive, they must make a commitment to the training all employees. Ongoing training will show your employees that you consider them valuable, will improve any declining morale and will guarantee consistency. In this edition, I am going to explain why and how to get started.2018-11-0618 minHospitality Property SchoolGoing Green Solutions for Your Hospitality Property | Ep. #121Without an environmental program in place, hospitality properties can be very wasteful and consume a huge amount of resources but don’t panic, hotel, resorts, inns and bed and breakfasts can increase their credibility by having an environmental policy review and environmental policy statement.Today, I’m going to show you how Investing in renewable & eco-friendly resources can help improve your hospitality properties overall profit and patronage.2018-10-3026 minHospitality Property SchoolWhyHotel - Jason Fudin (CEO Co-founder) Interview | Ep. #120With businesses such as Airbnb, Tripping.com and HomeAway, entering the hospitality property marketplace, the face of traditional hotels, resorts and bed and breakfast is changing and quality is becoming even more important.So, you might ask yourself “what is the future going to bring?”With this in mind, today I am going to be chatting with Jason Fudin, the CEO and co-founder of WhyHotel to find out about his unique hospitality property concept – pop-up hotels.2018-10-2322 minHospitality Property SchoolHow to Make a Blog Successful | Ep. #119Creating a successful blog for your property, your hotel, resort, inn or bed and breakfast will build trust with your audience, increase your bookings, customer base & profit.I am going to share with you 16 reasons why you should start a blog, a few things for you to get started and some of the initial mistakes new bloggers make.2018-10-1617 minHospitality Property SchoolContent Marketing and Your Hospitality Property | Ep. #118Are you ready to leap in front of your competition?Do you realize the power of content marketing but are not quite sure what to do?If that is the case, then this episode is for you.Today, I’m going to be talking with Bev Moss- Reilly, also known as the word specialist and if you’re a hospitality property owner who wants to expand your presence, then you’ll want to listen to this entire episode.2018-10-0840 minHospitality Property SchoolCustomer Service Tips - For Your Hospitality Property | Ep. #117In our last episode, I asked “Do you think the quality of your customer service is important for your hospitality property? Your hotel, resort, inn or bed and breakfast.”Today my question is “How do you know if your customer service is working”I am going to explain how you can find out.2018-10-0216 minHospitality Property SchoolCustomer Service Values for Your Hospitality Property | Ep. #116Do you think the quality of your customer service is important for your hospitality property? Your hotel, resort, inn or bed and breakfast. Any business can offer good or basic customer service but what do your guests expect and how can you fulfil their expectations?Give me a few minutes – and I’ll share with you wonderful tips for great customer service.2018-09-2515 min
What's So Funny?What's So Funny? with guest Gerry Swallow - August 14, 2005Vancouver Co-op Radio Host Guy MacPherson interviews Gerry Swallow2007-01-2859 min