How to Give Customer Service Your Guests Will Treasure | Ep. #217

. . If you operate a hotel, resort, inn or bed and breakfast your number one priority for success is offering great customer service along with an unforgettable guest experience. Here are some basics to help reach this goal along with some wonderful examples. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson . . Introduction If you operate any type of hospitality property, your number one priority for success is great customer [...]

How to Give Customer Service Your Guests Will Treasure | Ep. #2172020-10-31T11:15:34+01:00

Customer Complaints – How to Handle Them | Ep. #216

. . Have 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. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction With the continued evolution of online hotel, resort, inn and bed & breakfast review [...]

Customer Complaints – How to Handle Them | Ep. #2162020-12-05T14:15:15+01:00

Customer Service – Bona fide Techniques | Ep. #215

. . Any business can offer good or basic customer service but your guests expect more. How can you fulfill their expectations? Give me a few minutes – and I’ll share with you wonderful tips for amazing customer service. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction If you have been an owner/operator of a hospitality property for a while, then you might have seen the average hotel occupancy rate fluctuated [...]

Customer Service – Bona fide Techniques | Ep. #2152020-10-28T17:21:16+01:00

Effective Communications – The Ultimate Guide | Eps. #214

. . Communicating is something we do every day but effective communication is not a skill we all process. I will share common mistakes made and how you can improve. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction Communication is something we do automatically- like breathing. We have been talking since we were small; talk to our partners, kids, and friends without giving it a thought. . It might seem easy, [...]

Effective Communications – The Ultimate Guide | Eps. #2142020-10-28T16:53:55+01:00

How to Make Your Employee Training Amazing | Ep. #213

. . Are you happy if your hotel, resort, inn or bed and breakfast are doing so-so? A sure-fire way to help your business grow is employee training and I’m going to show you how. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Employee training can improve employee morale, business performance, help increase your profits and if you have a properly organized system, you can find the time and I don’t mean [...]

How to Make Your Employee Training Amazing | Ep. #2132020-10-28T16:55:26+01:00

How to Improve Your Employee Experience | Ep. #212

. . Most prosperous hospitality properties, bed & breakfast to hotels, are successful because they offer a wonderful employee experience. I’ll tell you how you can do this? Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . In the last episode “Cost of Turnover is Expensive – How to Keep Great Employees” I talked about hiring great employees. Now that you have the right employees, how do you give them a wonderful employee [...]

How to Improve Your Employee Experience | Ep. #2122020-10-28T16:56:47+01:00

Cost of Turnover is Expensive–How to Keep Great Employees | Ep. #211

. . Can you afford the cost of turnover? How do you find great employees? Employees that share your philosophy, will care about your guests, have great attention to detail? In this episode, I will tell you how. Welcome to another edition of Hospitality Property School. I’m your instructor, Gerry MacPherson. . . Introduction If you are the operator of a hotel, resort, inn or bed and breakfast, there is a good chance you have an understanding of the day-to-day [...]

Cost of Turnover is Expensive–How to Keep Great Employees | Ep. #2112020-10-28T16:57:50+01:00

Employee Turnover Can be Scary | Ep. #210

. . Are you losing great employees and are not sure why? Employee turnover can be scary and cost you money and here is what you need to do to stop it. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction For the next number of episodes, I will be talking about your employees. From where to for the best to firing those who don’t work out and everything in-between. . [bctt [...]

Employee Turnover Can be Scary | Ep. #2102020-10-28T16:59:17+01:00

What To Do When Stressed | Ep. #209

. . Do you sometimes feel panicked? What to do when 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. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction Let me start by asking you a couple of questions. Are you feeling stressed? . Does it look like [...]

What To Do When Stressed | Ep. #2092020-09-29T14:52:27+02:00

Ensured Employee Strategic Mindset | Ep. #208

. . We all know to be successful, you have to have the right strategic mindset but how do you get there? I’ll give you tips you can use. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction The past number of years has been an interesting study of hospitality property owners in ways of thinking. Many have had a negative mindset due to the dramatic change in the economy and the [...]

Ensured Employee Strategic Mindset | Ep. #2082020-09-29T14:30:28+02:00