Successful hospitality properties WOW their guests. Here are 6 easy ways to help your property become more successful. Welcome to another edition of hospitality property school. I’m your host Gerry MacPherson and today we are going to talk about more ways to WOW your guests. In the last podcast, I shared a few easy things you can do that will help your guests remember their visit and want to return. In this podcast, I will share a [...]
How often do you hear your guests say WOW about your hospitality property? If not, here are 8 ways that can change. Welcome to another edition of hospitality property school. I’m your host Gerry MacPherson and today we are going to talk about wowing your guests. How often do you hear your guests say WOW about your property? Do you take the time to find ways to WOW Your Guests? If you hear guests say Wow every [...]
Unproductive or poor employees can be a detriment to your business but firing an employee can be difficult. Here are tips to do it professionally, gracefully and safely. Welcome to another edition of hospitality property school. Today we are going to talk about how to fire an employee. If you’re a hospitality property owner or manager and you’re having a problem with an employee, you have two choices: You can try to work with them and help them improve [...]
For many, upselling is a dirty word. If you want happy guests and an increased bottom line this has to change. Welcome to another addition of hospitality property school. Today we are going to talk about upselling. In the minds of many, upselling is a dirty word. Well, it doesn't have to be. In fact, it can help you make your customers happier. Upselling will make your guests more satisfied and make your business more profitable. I’ve [...]
Gaining and retaining dedicated guests with great customer service does not have to be rocket science. Here are a few easy steps to find out how. Welcome to another edition of hospitality property school. I’m your host Gerry MacPherson and today I am going to continue my talk about great customer service. How do you know if your customer service is working? Ask! You need to get honest feedback from your guests and you can do this [...]
Great customer service is not a priority with many hospitality properties. Practice these few easy steps and crush your competition. Welcome to another edition of hospitality property school. I’m your host Gerry MacPherson and in our last podcast, we talked about the downside of not offering great customer service and effective booking procedures. Today we are going to talk about customer service when your guests arrive, during their stay and when they depart. First impressions are [...]
Any business can offer good or basic customer service but what do your guests expect and how can you fulfil their expectations? Welcome to another addition of hospitality property school. I’m your host Gerry MacPherson and today we are going to talk about Customer Service. I have a quick question. "Do you think the quality of your customer service is important for your hospitality property? Your hotel, B&B, inn or resort?" With the economic downturn [...]
Communication is something we do automatically - like breathing. But effective communication actually takes quite a bit of skill. Welcome to another addition of hospitality property school. I’m your host Gerry MacPherson and today we are going to talk about Effective Communication. 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, but communicating [...]
A good hospitality property trainer will have to understand the material and what’s expected of the employees in their new position. Welcome to another addition of hospitality property school. I’m your host Gerry MacPherson and in our last podcast, I talked about employee training. Today, we are going to talk about employee training programs. I had mentioned that all training has to be step-by-step. The reason is that this will be an incredible resource for any [...]
A sure-fire way to help your business grow is to train your employees, not just when they are hired but ongoing. Welcome to another addition of hospitality property school. I’m your host Gerry MacPherson and today we are going to talk about employee training programs. Let me ask you something. “Do you have a small property, just a couple of employees but you seem to be doing most of the work?” or “Do you have a [...]
