How Trained Spa and Wellness Employees Can Boost Your Hotel’s Revenue and Guest Satisfaction | Eps. #349

Where tranquillity meets excellence. Why the right spa and wellness employees can be the heartbeat of your guest's experience. Welcome to another edition of Hospitality Property School I am your instructor, Gerry MacPherson . . Hotel spa and wellness employees are responsible for providing guests with a relaxing and rejuvenating experience during their stay. This requires a unique set of skills and qualifications that go beyond basic customer service training. In this episode, I discuss the qualifications that are [...]

How Trained Spa and Wellness Employees Can Boost Your Hotel’s Revenue and Guest Satisfaction | Eps. #3492023-06-29T14:58:41+02:00

How to Handle Negative Reviews | INNsider Tips-061

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Handle Negative Reviews. . . Almost 3000 respondents were surveyed about the importance of a hospitality property by responding to online reviews. . They showed that 85% of users agree that an appropriate management response to a bad review improved their impression of the property. . 64% of users agreed that an aggressive or defensive management response to a bad review made them less likely to [...]

How to Handle Negative Reviews | INNsider Tips-0612023-06-09T16:49:31+02:00

Why Hiring Competent Hotel Maintenance Employees Are Critical for Your Infrastructure & Safety | Eps. #348

Beyond repairs and maintenance, understanding why the right hotel maintenance employees are key to unleashing the full potential of a property. In this episode, I’ll share the hotel maintenance employees qualifications to look for. Welcome to another edition of Hospitality Property School I am your instructor, Gerry MacPherson . . A hotel's maintenance team is responsible for ensuring that a property's facilities and infrastructure are well-maintained and in good working order. They also oversee the installation of new equipment and [...]

Why Hiring Competent Hotel Maintenance Employees Are Critical for Your Infrastructure & Safety | Eps. #3482023-06-09T16:40:51+02:00

The Most Common Hospitality Property Complaints | INNsider Tips-060

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about The Most Common Hospitality Property Complaints. . . The following are the most common hospitality property complaints. Room cleanliness: At a minimum, rooms must meet basic hygienic standards. . Poor room service: If you offer room service, make sure you have the staff to handle it. . Restaurant food quality: I was told once by a restaurant inspector, that the first two things he looks for at a [...]

The Most Common Hospitality Property Complaints | INNsider Tips-0602023-06-09T16:48:50+02:00

Reviving Your Hospitality Property Brand: Tips and Tricks | Eps. #347

Looking to breathe new life into your hospitality property brand? Discover the top tips and tricks for reviving your brand and reigniting your success. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Today’s episode, Reviving Your Hospitality Property Brand: Tips and Tricks, is a guest post written by Courtney Rosenfeld. . Your Hospitality Property Brand Hospitality property businesses are constantly evolving with the times. There’s so much competition out there, and it’s essential to remain current [...]

Reviving Your Hospitality Property Brand: Tips and Tricks | Eps. #3472023-06-09T16:45:26+02:00

Tips For When Guests are Complaining | INNsider Tips-059

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about Tips For When Guests are Complaining. . . Here are tips for employees to use when customers complain. The first one is a skill or a trait every good employee should have; the ability to listen without speaking. Let the guest explain their complaint. . Maintain eye contact, demonstrating concern but remaining quiet. If you're taking the complaint on the phone, don't respond until the complaint is finished, [...]

Tips For When Guests are Complaining | INNsider Tips-0592023-06-09T16:47:04+02:00

Interview with Gudrun Cuillo: Hospitality Property Owner, Winemaker & Author | Ep. #346

Today we have a real treat for you, a wonderful interview with Gudrun Cuillo, a hospitality property owner, a winemaker, and an author. Listen as Gudrun shares how she turned passion into reality. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . Gudrun has had a career in opera as an artist-in-residence for stage scenery and makeup, then a winemaker, a hospitality property owner and now an author. . If you are looking for [...]

Interview with Gudrun Cuillo: Hospitality Property Owner, Winemaker & Author | Ep. #3462023-06-08T14:23:39+02:00

Training Employees To Ask For Complaints | INNsider Tips-058

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about Training Employees To Ask For Complaints. . . I have seen many cases, where an employee might sense there's a problem but will purposely avoid asking for any feedback to avert a confrontation. . An employee with the right training and attitude will avoid any kind of confrontation by asking the right questions. . Questions you should stay away from are the ones where one-word answers can be [...]

Training Employees To Ask For Complaints | INNsider Tips-0582023-06-02T12:25:41+02:00

The Qualifications That Set a Great Hotel Concierge Apart | Eps. #345

Do you have a passion for delivering unforgettable guest experiences? Discover the key qualifications you need to succeed as a hotel concierge. Welcome to another edition of Hospitality Property School I am your instructor, Gerry MacPherson . . A hotel concierge is responsible for providing exceptional customer service to guests, assisting them with their travel arrangements, activities, and requests. This requires a unique set of skills and qualifications that go beyond basic hospitality training. In this episode, I will discuss [...]

The Qualifications That Set a Great Hotel Concierge Apart | Eps. #3452023-06-03T14:09:59+02:00

How to Get Guests to Tell You Their Complaints | INNsider Tips-057

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Get Guests to Tell You Their Complaints. . . I have an example, not from the hospitality property but a restaurant, a very well-known restaurant, on the waterfront in Halifax, Nova Scotia, Canada. . Over the years, I had recommended this restaurant to many people and one day, while eating there, the owner came over to me and said: “Gerry, you send many people our way, [...]

How to Get Guests to Tell You Their Complaints | INNsider Tips-0572023-05-15T14:39:02+02:00