The Key Qualifications to Look for in a Hotel Human Resources Employee | Eps. #344

Are you ready to take on the challenge of finding, training, and retaining top talent at your hospitality property? The following are the qualifications of a hotel human resources employee that will help you succeed. Welcome to another edition of Hospitality Property School I am your instructor, Gerry MacPherson . . A hotel human resources employee or HR employee, is responsible for managing the workforce of a hotel. They are responsible for recruiting, hiring, training, and managing the staff to [...]

The Key Qualifications to Look for in a Hotel Human Resources Employee | Eps. #3442023-05-25T21:04:51+02:00

How to Handle Customer Complaints | INNsider Tips-056

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Handle 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 manual with the appropriate policies to handle customer complaints, as well as [...]

How to Handle Customer Complaints | INNsider Tips-0562023-05-15T14:08:33+02:00

The Top Qualifications Every Hotel Sales and Marketing Employee Should Possess | Eps. #343

Are you ready to elevate your hotel's sales and marketing game? Discover the top sales qualifications you need to look for to succeed in today's competitive marketplace. Welcome to another edition of Hospitality Property School I am your instructor, Gerry MacPherson . . Qualifications of a Sales and Marketing Employee Sales and Marketing employees are essential to any hotel's success. They are responsible for generating revenue by attracting new customers and retaining existing ones. In this episode, we will explore [...]

The Top Qualifications Every Hotel Sales and Marketing Employee Should Possess | Eps. #3432023-05-19T15:51:15+02:00

More Ways to Surprise Guests | INNsider Tips-055

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about More Ways to Surprise Guests. . . In the last INNsider Tips episode #54, I talked about ways to surprise guests. . The following are some other ideas we have seen. Handwritten notes left on a pillow saying “Have sweet dreams” and “Have a pleasant sleep”. . Take-home puzzles of the property are left in rooms of families with children. . One property I stayed at was so [...]

More Ways to Surprise Guests | INNsider Tips-0552023-05-08T12:33:46+02:00

Serving Success: Qualifications Every Hotel Food and Beverage Employee Should Possess | Eps. #342

Are you looking to stand out in the competitive world of hotel food and beverage? Here are the qualifications of a hotel food and beverage employee you need to know to hire the right people to impress you and customers alike. Welcome to another edition of Hospitality Property School I am your instructor, Gerry MacPherson . . Food and beverage employees are responsible for ensuring that guests have an enjoyable dining experience in a hotel. From preparing and serving food [...]

Serving Success: Qualifications Every Hotel Food and Beverage Employee Should Possess | Eps. #3422023-05-13T15:50:43+02:00

Ways to Surprise Your Guests | INNsider Tips-054

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about Ways to Surprise Your Guests. . . Something I have noticed over the years is that it is the little things that people remember. . One way to surprise your guests is by doing a little research. When taking the reservation, whether it be online or over the phone, you should have a question or space for special occasions. . For example, when taking a phone reservation, and [...]

Ways to Surprise Your Guests | INNsider Tips-0542023-05-08T12:34:13+02:00

The Invisible Heroes of Hospitality: Qualifications for a Hotel Housekeeper | Ep. #341

Hotel housekeeping is an essential part of maintaining a clean, comfortable, and welcoming environment for guests, however, not everyone is cut out for this position. In this episode, I’ll explore the qualifications for a hotel housekeeper. Welcome to another edition of Hospitality Property School I am your instructor, Gerry MacPherson . . If you've ever stayed in a hotel, resort, or bed and breakfast, you know how important it is to have a clean and comfortable room. The person responsible [...]

The Invisible Heroes of Hospitality: Qualifications for a Hotel Housekeeper | Ep. #3412023-04-26T10:14:53+02:00

More Ways to Empathize with Your Guests | INNsider Tips-053

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about More Ways to Empathize with Your Guests. . . In the last INNsider Tips episode #52, I shared six ways to empathize with your guests. In this episode, I will give you seven more. . Time Management Skills If you're dealing with two situations at the same time, or a situation where you do not know the answer, find the best person available to help you. . Ability [...]

More Ways to Empathize with Your Guests | INNsider Tips-0532023-03-20T13:16:55+01:00

Dan Roberge – CEO of Maintenance Care Interview | Ep. #340

Our interview today at the Hospitality Property School is with Dan Roberge, founder and CEO of Maintenance Care, a platform that can simplify and organize your hospitality property's work orders with ease. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . Dan Roberge, the founder and CEO of Maintenance Care. This is a maintenance management platform that streamlines work orders, and sets up preventative maintenance scheduling, asset tracking, and capital planning. . Dan has [...]

Dan Roberge – CEO of Maintenance Care Interview | Ep. #3402023-04-24T15:17:00+02:00

How to Empathize with Your Guests | INNsider Tips-052

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Empathize with Your Guests. . . A great hospitality property employee is one who has the ability to be compassionate. . To empathize with your guests. . A great hospitality property employee is one of the guests who feel is on their side. . What other traits and skills are necessary for your hospitality property employees if you want to be able to offer consistent and [...]

How to Empathize with Your Guests | INNsider Tips-0522023-03-20T14:10:08+01:00