Rise Above the Competition: Understanding What Hotel Evaluators Want | Ep. #329

Hotel evaluations are an important aspect of the hospitality industry, as they determine the rating and ranking of a property. So, what do hotel evaluators look for? Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Hotel evaluators, also known as mystery shoppers or inspectors, are responsible for assessing a wide range of factors that determine the overall quality and guest experience of a hotel. From the cleanliness of the guest rooms to [...]

Rise Above the Competition: Understanding What Hotel Evaluators Want | Ep. #3292023-02-08T11:53:47+01:00

Training Techniques to Consider | INNsider Tips-041

Welcome to INNsider Tips. In today’s INNsider Tip, I will discuss Training Techniques to Consider. . . Job Shadowing: This allows an employee to learn about and benefit from the expertise of the senior employees. Employee Interests: If an employee has an interest in or has expertise in a subject, or attends an external training session or conference that could be of benefit to your property, have them hold an in-house training session for all employees. If there are [...]

Training Techniques to Consider | INNsider Tips-0412023-02-20T13:01:49+01:00

Creating a Culture of Hotel Customer Service: How to Stand Out | Ep. #328

Excellent customer service is essential for any business, but it is particularly crucial for hotels. In this episode, I’ll share ways for you to improve your hotel customer service. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Hotel customer service Guests come to hotels not just for a place to sleep, but for a memorable experience. . Whether it's a family on vacation or a business traveller, customers have high expectations [...]

Creating a Culture of Hotel Customer Service: How to Stand Out | Ep. #3282023-02-08T11:56:56+01:00

Giving Your Employees the Freedom to Make Decisions at Work | INNsider Tips-040

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about giving your employees the freedom to make decisions at work. . . When a rule exists that absolutely has to be followed, give the reason why so it is clear to your employees, for example, safety regulations or specific laws, otherwise encourage them to think outside the box, especially when it comes to customer service. . It has to be OK for an employee to step away from [...]

Giving Your Employees the Freedom to Make Decisions at Work | INNsider Tips-0402022-10-07T15:45:24+02:00

The Authentic Hotel Business Plan-Verified Techniques | Ep. #327

A well-crafted hotel business plan is a comprehensive road map for your property’s growth and development, that can increase visibility, drive bookings, and ultimately improve your bottom line. In this episode, I will provide the key elements that should be included in your hotel business plan. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Why create a hotel business plan Every new company should really think about writing a business plan, [...]

The Authentic Hotel Business Plan-Verified Techniques | Ep. #3272023-01-26T15:21:17+01:00

How to Schedule a Training Program | INNsider Tips-039

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about how to schedule a training program. . . Acquiring the knowledge to do one task at a time will help your employees gain confidence, and as their confidence grows, so does their desire to master the next segment. . Avoid the temptation to overtalk and micromanage. . Both of these tactics signal that you lack confidence in your employee's abilities. Quite often these tactics are enough to have [...]

How to Schedule a Training Program | INNsider Tips-0392023-02-20T13:02:08+01:00

Pre-Opening Hotel Strategies to Ensure a Successful Launch | Ep. #326

Pre-opening hotel strategies are crucial for the success of a property because they help to establish the foundation for operations and set the tone for the customer experience. Here’s what you need to consider. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Starting a new hotel can be an exciting and challenging endeavour. There is a lot to consider, from choosing the right location and designing the perfect guest experience to building [...]

Pre-Opening Hotel Strategies to Ensure a Successful Launch | Ep. #3262023-01-26T15:23:22+01:00

How to Conduct an Effective Training Session | INNsider Tips-038

Welcome to INNsider Tips. In today's INNsider Tip, I will talk about how to conduct an effective training session. . . Have your trainer go through the training procedure themselves. . A good trainer will know what's expected of the employee in their new position, but they don't always know for sure if those expectations come through in the training process. The trainer going through the program and looking at it from the new employee's perspective can help. . Here [...]

How to Conduct an Effective Training Session | INNsider Tips-0382023-02-20T13:02:19+01:00

Top 12 Hospitality Property Trends for 2023 | Ep. #325

Due to the fact, things have been so topsy-turvy the last couple of years, hoteliers, and innkeepers need to stay on track with upcoming trends. Here is our take on the top 12 hospitality property trends for 2023. Welcome to another edition of Hospitality Property School I am your instructor, Gerry MacPherson. . . It is natural that trends can be fickle. Just because something is trendy today doesn’t mean it will be tomorrow, but staying on top of [...]

Top 12 Hospitality Property Trends for 2023 | Ep. #3252022-12-19T14:08:03+01:00

How to Set Up the Training Program | INNsider Tips-037

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about how to set up the training program. . . As in all topics in your operations manual, your training has to be step-by-step. . Have everything in writing. Your operations manual has to have a written training manual that contains specific instructions and reference information. This will be an incredible resource for any new employee and will quicken their success. . It is the trainer's responsibility to create [...]

How to Set Up the Training Program | INNsider Tips-0372023-02-20T13:02:30+01:00