10 Most Popular Episodes of 2020 | Ep. #224

. . This has been an unprecedented year for the hospitality property industry but here at Hospitality Property School, we have seen the want to learn has not diminished. I will share with you the top 10 most popular episodes of 2020. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . This has been an insanely, crazy year, but it is time for our annual look back at the Hospitality Property School 10 [...]

10 Most Popular Episodes of 2020 | Ep. #2242020-12-14T04:07:50+01:00

Guest Expectations – Preparing for Post Covid-19 | Ep. #223

. . During & post Covid-19 is a new era for the hospitality property industry and guest expectations and properties are going to have to re-evaluate the way they conduct business in order to survive. Here is what you need to know. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Why People will Book Based on a report by SevenRooms, a reservation system company, as things are today, Americans planning to book [...]

Guest Expectations – Preparing for Post Covid-19 | Ep. #2232020-12-14T15:06:04+01:00

Make Your Environmental Program a Reality | Ep. #222

. . Without an environmental program in place, hospitality properties can be very wasteful and consume a huge amount of resources. But don’t panic, I’ll show you how you can turn that around. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction Without a program in place, hospitality properties can be very wasteful and consume a huge amount of resources but don’t panic, many greening initiatives are not expensive to implement and [...]

Make Your Environmental Program a Reality | Ep. #2222020-12-12T15:43:21+01:00

Housekeeping – It’s Crucial to Your Property | Ep. #221

. . Housekeeping departments play a critical role in your property's success. I’m going to show you how to recognize the importance of your housekeepers so they will want to enhance your guest experience. Welcome to another edition of Hospitality Property School. I am your instructor, Gerry MacPherson. . . Introduction When visiting any property, at the absolute minimum I expect two things: A comfortable bed and . A clean building . Nothing sends a stronger message than a spotless [...]

Housekeeping – It’s Crucial to Your Property | Ep. #2212020-12-05T14:28:53+01:00

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. #2162020-12-05T14:15:15+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