Shows
Hospitality AcademyEP #41 – Creating a Customer Service Culture with Micah SolomonCreating a Customer Service Culture with Micah SolomonIn this episode, Susan is joined by Micah Solomon, a world-renowned consultant and trainer in customer service, consumer trends, and company culture. He is the author of IGNORE YOUR CUSTOMERS (AND THEY’LL GO AWAY): The Simple Playbook for Delivering the Ultimate Customer Service Experience (2020).“Company culture” is a buzz-phrase that has risen to prominence in recent years. Micah, however, believes the term is misunderstood by many boardroom individuals to mean little more than ping-pong tables and bean bag chairs. With this in mind, Micah prefers to speak of a diff...
2020-03-1543 minHospitality AcademyEP #40 – Crisis Readiness for the Hospitality IndustryCrisis Management Strategist Melissa AgnesUnderstanding what it takes to be crisis-ready is essential for any organization, but in the hospitality industry, we are especially vulnerable to crisis and must proactively train our teams to be prepared for any and all foreseeable events. In this episode, Susan is joined by crisis management strategist Melissa Agnes. A published author and highly sought-after consultant, Melissa has worked with a wide variety of organizations, among them NATO and Hilton. Her book, Crisis Ready: Building an Invincible Brand in an Uncertain World (2018) is a higher-education staple. A crisis-ready organization, ac...
2020-01-2428 min
Black-Eyed N BluesMr. Dill Pickle | BEB 308Playlist:
Erin Harpe & The Delta Swingers, Frankie,
Dave Keyes, Faith, Grace, Love and Forgiveness,
Downchild Blues Band, Mailbox Money,
Johnny Tucker, Talkin’ About You Baby,
Pam Taylor, Already Alright,
The Reverend Shawn Amos, Moved,
Shakedown Tim And The Rhythm Revue, Hard To Catch,
Jim Shaneberger Band Indifference,
Liza Ohlback, Feels Like I’m Drowning,
Dave Hunt, Bad Vibe Calling feat Andy Littlewood,
Carolyn Gaines, Mr. Dill Pickle,
Jay Willie Blues Band, How Blue Can You Get,
Backtrack Blues Band, Your Funeral And My Trial,
Stra...
2018-01-172h 00Hospitality AcademyEP #39 – The Power of Moments with Author Chip Heath - Hospitality AcademyHow 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 defining moments that connect with your guests, are cost-effective, and create memories and experiences your guests can't wait to share in their hotel reviews. In Episode 39 we talk with Chip Heath, Stanford Business School professor and co-author of The Power of Moments. According to the book's website, Chip and his brother Dan's book, "explores why cert...
2017-10-0334 minHospitality AcademyEP #14 – Human Trafficking and how to Recognize the Signs at your Property - Hospitality AcademyDid 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…The post EP #14 – Human Trafficking and how to Recognize the Signs at your Property appeared first on Hospitality Academy.
2015-11-2331 minHospitality AcademyEP #10 – A Day in the Life of the Frontline Staff with Kelly Long - Hospitality AcademyTraining 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,…The post EP #10 – A Day in the Life of the Frontline Staff with Kelly Long appeared first on Hospitality Academy.
2015-09-1835 minHospitality AcademyEP #6 – Industry Training Consultant, Joleen Emery Shares Insights On Training New Hires - Hospitality AcademyIndustry 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…The post EP #6 – Industry Training Consultant, Joleen Emery Shares Insights On Training New Hires appeared first on Hospitality Academy.
2015-07-1732 minHospitality AcademyEP #5 – New Employee On-boarding with GM Scott Sisk - Hospitality AcademyGeneral 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.…The post EP #5 – New Employee On-boarding with GM Scott Sisk appeared first on Hospitality Academy.
2015-07-1028 minHospitality AcademyEP #4 – Interview with Hotel Quality Consultant, Kim Montijo - Hospitality AcademyInterview 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…The post EP #4 – Interview with Hotel Quality Consultant, Kim Montijo appeared first on Hospitality Academy.
2015-07-0126 minHospitality AcademyEP #3 – Steps to prepare for Hurricane Season with Bryan Jackson - Hospitality AcademyLearn 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…The post EP #3 – Steps to prepare for Hurricane Season with Bryan Jackson appeared first on Hospitality Academy.
2015-06-3023 minHospitality AcademyEP #1 – Welcome to Hospitality Academy - Hospitality AcademyWelcome 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…The post EP #1 – Welcome to Hospitality Academy appeared first on Hospitality Academy.
2015-06-3007 min