Front Office Manager – 18 Ways to Become the Best | Ep. #220

. . A successful front office manager requires a perfect mixture of skillful hospitality & tight organizational skills, never settling for less than A +. I going to show you what you have to do to be a successful front office manager. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. .   . Introduction In any hospitality property, first impressions are everything. The way your front desk staff greets and attends to guests can [...]

Front Office Manager – 18 Ways to Become the Best | Ep. #2202020-11-23T15:35:22+01:00

Fire an Employee – The Right & Wrong Ways | Ep. #219

. . Unproductive or poor employees can be a detriment but firing them can be very difficult. Here are tips to professionally, gracefully and safely fire an employee. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction If you're an independent hotel, resort, inn or bed and breakfast 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 [...]

Fire an Employee – The Right & Wrong Ways | Ep. #2192020-11-23T12:29:15+01:00

The Best Ways to Upsell | Ep. #218

. . For many, upselling is a dirty word but if you want to be able to offer your guests amazing experiences, learning ways to upsell is a step in the right direction and can increase your bottom line learning. Let me share ways for you to improve your upsells. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Why Should You Want to Learn Why to Upsell? Upselling will make your guests [...]

The Best Ways to Upsell | Ep. #2182020-11-23T12:27:52+01:00

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. #2162020-10-28T17:01:01+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
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