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Hospitality Property School

Author: Gerry MacPherson

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Hospitality Property School Podcast is written and produced by travel authorities that have come together with decades of hotel, resort, inn and bed & breakfast visitation experience. We have spent 1000’s of hotel nights in properties of all sizes and classes worldwide, conducting countless site inspections for a number of world-class tour and travel companies, as well as received feedback from 100,000’s of customers.

This knowledge has given us a unique insight into the wants, needs and requirements of individual and group travellers, as well as management & employees.

In these podcasts, we are sharing this knowledge in easy to understand bit size episodes to aspiring and seasoned hoteliers/innkeepers.

New episodes are released every Monday at 9:am EST / 3 pm CET
177 Episodes
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"Why do I need surveys, I know what my guests like."I would like to say I've never heard that before but you might be shocked at the number of hospitality property owners I have met who have said just that or something similar. I’m going to explain why you need surveys.I'm going to give you four very important reasons why your hospitality property should be conducting surveys. 1.To find out what's going on. If your customers are given a non-threatening method, they will tell you what's important to them. 2.A survey can shed light on items or problems that you might not have been aware of that could be a symptom of a larger problem. 3.When making decisions about your property, you do not always have to go with your gut feelings but instead make your choices with sound data-driven information. 4.Surveys provide you with a snapshot of your target guests and their attitudes. This will help you establish a baseline from which you can compare other times and determine whether problems are getting better or worse. Continue reading or listening and I will share with you some categories of surveys and sample questions…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/property-management-system-what-you-need-to-know-229Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/IhT46HDK_4EA Division of Keystone Hospitality Property Development
The start of this new decade has turned out to be topsy-turvy and to survive we are going to have to adjust quickly. I am going to share with you 11 Future Hospitality Property Trends You Need to Know.There is no doubt in my mind for those not willing to keep up with the times and adjust accordingly, it might be difficult to survive in the hospitality property industry. Here are 11 future trends for your consideration.Go greenA focus on environmental sustainability isn’t new, but the degree to which your guests expect eco-friendly products and services has grown.Simply suggesting that guests reuse towels for an extra day isn’t enough; today’s traveller wants to stay at properties that have integrated green practices in all aspects of their business. For example:•Qualifying for a “Leadership in Energy and Environmental Design (LEED) Certification”•Installing solar power•Improve water conservation•Cut back or stop using plastic•Implementing motion sensors that will turn off the power once no motion has been detected for a certain period of time.•More eco-friendly options for waste disposal by introducing recycle bins in guestrooms and compost bins in F&B outlets.•Meat alternatives in F&BTransporting the outdoors insideMany hospitality properties are planning to maximize the use of their outdoor spaces, where guests might feel safer from virus transmission, for example, moving dining tables and fitness activities outdoors. Also, to capture the calming effects of nature, designers predict travellers may see more greenery coming inside properties.Incorporating nature into buildings, known as biophilic design, is already at work in places with green walls, potted plants or moss gardens in guest rooms and public areas.Smart roomsThe internet of things is spreading not only into homes but also into hospitality properties. From access to streaming services to a room key on your smartphone, the essential amenities in a guestroom are becoming increasingly digital. Guests want concierge services or temperature controls at the push of a button (or tap of a finger), and voice-activated controls are expanding beyond simply asking Alexa to play your favourite song. Many of these innovations require only minimal changes to a modern guestroom, so a forward-thinking hotelier or innkeeper can implement them quickly and efficiently.For example:•Properties giving the guest the capability to allow them to log in to their favourite streaming accounts and then automatically get logged out upon check-out.•Wireless device charging•Tablet-based control and or digital controls for temperature, light, power and information.•Soundproofing tech•Voice-activated controls.•Smart mirrors that combine a TV screen and a guest room mirror. •Keyless door entry Producing content for your property & regionPreparing content can be expensive and time-consuming and many property owners feel that the lifespan of a piece of content is far too short. Be strategic and use the same content on many different platforms.For example, write a blog post, divide it into tweets, Facebook, Instagram etc. posts with images. Record your blog post for podcasts and create a video for multiple platforms.Continue reading or listening and I will share with you seven more trends we have to look forward to in the hospitality property industry…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/property-management-system-what-you-need-to-know-229Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcasts/YouTubehttps://youtu.be/UHOa1jP2E28.A Division of Keystone Hospitality Property Development
Efficiently managing rates and availability while watching on all the different key performance markers takes training and talent. You need to understand revenue management and I will guide you.Your guest room is a perishable product.For this reason, pricing and customer happiness remain extremely important variables.For you to consistently succeed, you need to understand revenue management and why it is important.In this edition, I will explain why daily audit reports are necessary for the success of any hospitality property and which reports are the most important?Why did you want to become a hospitality property owner?• The idea of becoming a hospitality property owner and greeting guests sounded appealing.• You were tired of the rat race and wanted to take control of your own destiny.• Or like most owners, you wanted to make money or even better, to make more money in less timeOne of the main factors you need to be successful and make more money in less time it is for you to understand revenue management and why it is important.It is what propels hotels, resorts, inns and bed and breakfasts success. It does not matter the size of your property, a guest room is a perishable product since the number of guest rooms you have is defined. For this reason, pricing and customer happiness remain the very important variables, which are subject to Hospitality Property Revenue Management.Efficiently managing rates and availability while watching on all the different key performance markers takes training and talent. Branded hospitality property chains have departments that only focus on these reports which results in a well-organized revenue management strategy. This is not the same for smaller properties because time and resources are limited, might take a short-term approach to revenue management. Knowing how to understand the reports is an invaluable resource because they can help hospitality property owners make choices that will result in positive outcomes. I’m going to explain the reports and share with you techniques the big brands use and how you can replicate them ...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/revenue-management-guaranteed-techniques-that-work-231Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcasts/YouTubehttps://youtu.be/4cnctfK11dgA Division of Keystone Hospitality Property Development
Are you utilizing a Property Management System? If not, you’re losing money. Let me explain how you can turn this aroundI have been getting questions lately about choosing the right PMS or Property Management Systems.Your property management system or PMS, also known as a front desk system, is the heart of any hospitality property. It is the systematized mechanism that oversees and coordinates the relationship between the customer and your services. Without one, a hospitality property will labour to professionally manage all of their daily operational tasks.What are the benefits of a property management system? In choosing the variety of options available to you, it’s important to think about what features would best suit your hotel, resort, inn or bed & breakfast. Here are the top features you should consider when making your selection.1. A system that streamlines your front-desk managementYour PMS should give you all the tools you need to be totally systematized in running your hospitality property.To give your guests the best customer service from the moment they arrive, to the moment they leave, you should be able to easily.• Check guests in and out• See all of your reservations on a calendar page• Add additional rooms and extra sale items to a booking• Add rate-plans to existing rooms• Closeout specific rooms for a thorough cleaning"• Ability to move existing bookings• Produce invoices• To keep track of your returning guestsAll the information you need in one place, with the ability to complete necessary tasks faster.2. Gives you freedom from your deskYour system should be cloud-based. No matter what device you are using, you need to be able to access your backend system. You need to have the capability of going about your day and still keep an eye on your reservations. All you need is your smartphone or tablet.Continue reading or watching and I will share four more features you should consider when making your Property Management System selection, right after a word from our sponsors.⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/property-management-system-what-you-need-to-know-229Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/Q8Zb7Q727iMA Division of Keystone Hospitality Property Development
Are you looking for a way to make your life as a hotelier/innkeeper easier, increase your bookings and improve your bottom line? Well then don’t go anywhere because I have the answer for you.I am proud to introduce a series of hospitality property books for you, hotel, resort, inn and bed and breakfast owners and managers.They include:“How to Open & Operate a Bed & Breakfast”“Strategies to Increase Your Bed & Breakfasts Bookings & Profit”“How to Open & Operate a Hotel, Resort or Inn”“Hotel, Resorts or Inns - Strategies to Increase Your Bookings & Profit”And if you’re looking for an in-depth handbook to help direct your day-to-day operation, we have “Your Full Guide to Owning & Operating a Hospitality Property-Successfully”Keep reading or listening and I'll share a little more detail about each of these books and how you can benefit, right after a word from our sponsors...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/how-to-operate-a-hotel-resort-inn-or-bed-breakfast-resources-228Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/_NyWIpMSBwAA Division of Keystone Hospitality Property Development
As the world begins to open up over the next year, video content marketing is going to be a priority if you want to stand out.Stay with me to find out why you need video and an easy way for you to benefit.Okay, I want you to use your imagination. Imagine you want to get away, to unwind, to a hotel, resort, inn or bed & breakfast.You go to your favourite hospitality property booking engine to search for a property. You find a location and a property that looks promising. You go through the booking procedure only to find out the hotel is full for those dates you have available.You like the area and find another property just down the street and want to do a little more research. You go to their website but are disappointed.The rooms look small, dark and dingy and do not feel very welcoming. Compared to your first choice, it looks second-rate but the location is perfect and it is cheaper.So you give it some thought and then say “What the heck”. You book the place. A few days later you arrive at the hotel, walk into a very nice lobby and you try to remember if you had seen a picture of this lobby on their website. You don’t remember.The check-in is very friendly and efficient and you make your way to your room.What happens next is totally unexpected.You walk into your room and just stand there – shocked! Your first thought is “What are the owners thinking? This room is amazing!”The room was large, beautiful, well lit, with very elegant décor. You were not expecting this.The room you saw on their website was nothing like this. To be honest, the room looked twice as nice as the original property you wanted to book and was less expensive.Do you see where I am going with this story?Stay with me and I’ll give you 10 more reasons why you need video content marketing and what you need to consider when creating a video...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/video-content-marketing-why-its-imperative-for-your-hospitality-property-227Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/-baKlc09RT8A Division of Keystone Hospitality Property Development
The future is upon us and room technology is your next step. As much as we would like to think the old ways are the best, your guest will beg to differ. Let me explain. Greater personalization in your hospitality property, your hotel, resort, inn or bed and breakfast, makes customers feel appreciated, not just another anonymous statistic on the balance sheet.A smart hospitality property offers exceptional opportunities to deliver personalization. In-room hospitality technology trends can help you save money, attract more guests, and give those guests more of what they want to ensure they come back time and again. If you have not done so yet, now is the time to consider incorporating the latest technology into your experience as you revamp your property for the year ahead.As long as properties are transparent and follow data protection laws, some customer information obtained from smart hospitality property solutions can be useful.Ways this could workMaking information more accessibleGiving a guest the means to use their voice to ask a question and then receive an intelligent answer. Devices can be connected to other property services or the internet, allowing guests to find information and reviews for local bars, restaurants and tourist attractions.Preventative maintenance & repairsGuests and hospitality property owners can benefit from the ability that a smart property provides for pre-emptive maintenance and repairs. Staff will be able to see performance information and operational data for specific devices, in real-time allowing them to spot problems quickly, or even before they happen, allowing repairs to be made earlier. The result, fewer guest disruptions, early repairs may save money on replacement devices, and less money lost due to rooms out of service.How to make this work? Continue reading or watching and I’ll give you nine ways you can consider improving the room technology at your property...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/room-technology-for-hotels-resorts-inns-bed-breakfasts-226Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/oXr5EejIZQwA Division of Keystone Hospitality Property Development
It does not matter if we are travelling for pleasure or business, there are times when getting a good night’s sleep can be a taxing proposition.I have always said, “At a basic minimum, every hospitality property has to provide a clean facility and a comfortable bed.” At some point, we are all hospitality property guests, whether it be a hotel, resort, inn bed & breakfast, or Airbnb, and it does not matter if we are travelling for pleasure or business, there are times when getting a good night’s sleep can be a taxing proposition. But, sleep is critically important for the general health and well-being of everyone and the better you sleep, the better you live, work and play. As a hospitality property owner or manager, there could be many factors that affect your guest’s sleep that is out of your direct control. However, there are ways that you could help create a more comfortable, memorable sleep environment for your guests. Of all the items guests come into contact with during their hotel stay, bedding probably signifies the biggest percentage. Pillows, comforters, duvets, sheets, blankets and bed skirts are normally the first thing a guest might notice when they walk through the door. So, how they look, feel — and smell — is important. As the saying goes, you never get a second chance to make a first impression.Continue reading or watching listening and I will share with you more things to consider when wanting to give your guests a good night’s sleep…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/a-good-nights-sleep-225Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/ArrOrQ6VA4UA Division of Keystone Hospitality Property Development
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.This has been an insanely, crazy year, but it is time for our annual look back at the Hospitality Property School 10 most popular episodes 2020.A theme I noticed this year is that many followers are searching for ways to fine-tune their business while looking to the future and even learning from the past.I will be counting down from 10 – 1 and I will give you a snippet from each episode to remind you of why they were popular.If you go to KeystoneHPD.com/most-popular-posts-from-2020-224 you will find the show notes with all the links to the top ten episodes.So, without further ado, let’s dive into the top ten most popular episodes of 2020, starting with #10…Ep. #182 - Going Green Solutions-How to Make Your Property Eco-FriendlyInvesting in renewable & eco-friendly resources for hospitality properties used to be a luxury, but now is necessary. Today, it can help you improve your property's overall profit and patronage.Renewable power, including wind and hydroelectric power, are set to rise by 40 percent over the next five years.While less than 2% of the world’s electricity is currently generated through solar technology, a recent report estimated that this figure could increase to as much as 13% by the year 2030.It’s clear that renewable energy is here to stay as more companies embrace it and in this group, the travel industry stands out.In 9th position isEp. #193 - How to Start a Hotel, Resort, Inn or Bed and Breakfast- 9 Keys to SuccessFor the sake of this episode, I'm going to assume you're either starting a hotel, resort, inn or bed and breakfast from scratch or are hoping to improve your current business.Where do you start?How about at the beginning?Let's go through a step by step processSleep aroundVisit other hospitality properties similar to what you are thinking of operating, in the area you're considering to open.Talk with the owners and find out their pros and cons.Next at #8 isEp. #202 - Revenue Management - How to Set It UpEfficiently managing rates and availability while watching on all the different key performance markers takes training and talent. Branded hospitality property chains have departments that only focus on these reports which results in a well-organized revenue management strategy. This is not the same for smaller properties because time and resources are limited, might take a short-term approach to revenue management.Knowing how to understand the reports is an invaluable resource because they can help hospitality property owners make choices that will result in positive outcomes.Continue reading or watch and I will share with you the next top seven episodes...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/Our-Most-Popular-Episodes-of-2020-224Get Your INNsider TipsOptin formhttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/FgfphJuRMaMA Division of Keystone Hospitality Property Development
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.Ask to subscribeWhy People will BookBased on a report by SevenRooms, a reservation system company, as things are today, Americans planning to book a hospitality property stay would most likely do so for one of the following four reasons. (If your property is located outside the USA, the reasons could vary.)•A vacation or out-of-town trip - 36 percent•Celebration of a life event - 25 percent•Business trip - 21 percent•Staycation - 21 percentIn addition, 20 percent of respondents said they’d book a property stay if they were to receive a deal or promotion to enjoy in-house dining or entertainment.Health & Safety ConcernsGuest expectations have changed this year and travellers are prioritizing health and safety considerations. 34% said that they are more motivated to book at hospitality properties that are operating with the reduced guest capacity to allow for adequate social distancing.The data also showed that guests are only willing to book at hotels offering:•Pre-stay communications related to health and safety measures - 41%•Health screenings for guests upon arrival – 30%•Contactless technology tools – 20%And it doesn’t stop there. Even after checking in, guests will be keeping an eye on the health and safety measures implemented at properties. The health and safety procedures that they observe after their arrival (or the lack thereof) can absolutely be deal-breakers, even to the degree that below-par protections would cause guests to end their stay early, never to return to that property and tell all their friends about their experience. 67% of those surveyed said that they wouldn’t hesitate to cut their stay short and depart early if the property staff or servers looked or sounded ill.Other deal-breakers for hotel or resort guests include:•The property is too crowded and does not enforce social distancing – 63%•The property staff and servers are not required to wear masks – 63%•The property guests look and/or sound ill – 58%•The property guests are not required to wear masks – 55%Continue reading and I will share with you more things people are considering when planning to book...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/Guest-Expectations-Preparing-for-Post-Covid-19Get Your INNsider TipsOptin formhttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/0k7uW0pNhNYA Division of Keystone Hospitality Property Development
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.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 can provide substantial benefits to your business!There are three key areas of the environmental impact that properties should consider; energy, water, and waste.Energy - Excessive energy use is extremely costly but with minor adjustments, it can lead to massive cost savings.Waste - One study estimate identified “that an average hotel produces in excess of one kilogram of waste per guest per day. The good news is that approximately 30 percent of waste in hotels can be diverted through reuse and recycling.Water - Tourists and residents alike require a clean and dependable supply of water for survival including drinking, cooking & cleaning. Water is also integral to the amenities usually expected by tourists, such as swimming pools, landscaped gardens, and golf courses. Water also supports industries such as agriculture that support the tourism industry.Several studies have indicated that economic benefits can be gained in hotels through implementing environmental and social initiatives; many with little or no capital. In addition to cost benefits, there are also benefits to choosing an environmentally sustainable strategy.These include:Gaining competitive advantage by being a leader in the industryCustomer loyaltyEmployee retentionAwards and recognitionRegulatory complianceRisk managementIncreased brand valueBut the major benefit, because it’s the right thing to do!Continue reading and I will share with you many green practices that hospitality properties can apply...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehospitalitydevelopment.com/Make-Your-Environmental-Program-a-Reality-222Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/6I2RSPjPm3wA Division of Keystone Hospitality Property Development
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.When visiting any property, at the absolute minimum I expect two things:A comfortable bed andA clean buildingNothing sends a stronger message than a spotless property and the general condition of guestrooms. This can be a highly significant factor in customer experience and the tipping point of whether they say for the night or not.Housekeeping teams are normally the largest on a property and quite often guests will interact with them at some point during their stay making them arguably, a crucial element in any visitor’s experience.This makes them very important, as with any service, the more you are able to meet the consumer’s wants and needs, the easier it is to generate repeat business.Housekeeping in any hospitality property is a very physically challenging job that includes many, different duties. On the average property, a housekeeper can be responsible for cleaning up to 16 rooms per shift (this number may vary based on the size of the property, the room and the number of beds). And a housekeeper, to do a thorough job, could take up to thirty minutes to do one room carrying out the following tasks:making bedstidying roomscleaning and polishing toilets, taps, sinks, bathtubs and mirrorswashing floorsremoving stainsvacuumingThe housekeeper should also look out for items the guest may have left behind and take them to the lost and found desk where it will be returned to the owner.They should also observe the condition of the room they are cleaning to be sure everything is okay in the room, including the light bulbs or if there is furniture in need of repair.Aside from the rooms, hotel housekeeping may also entail making the general hotel environment appealing and comfortable to guests. This may involve keeping conference rooms, lobby, hallways, and the carpets found in the stairs clean by vacuuming them. It may also involve cleaning the furniture and windows.Housekeepers may also work in a property’s laundry department where they wash and dry linens like towels and sheets and restock linen carts in addition to their cleaning duties.Continue reading and I will share with you other things you need to consider to improve your housekeepers and in turn your guest’s wellbeing...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/Housekeeping-They-are-Crucial-to-Your-Property-221Get Your INNsider Tipshttps://keystonehpd.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/3h1kwQ3zV38A Division of Keystone Hospitality Property Development
A successful front office manager requires a perfect mixture of skilful 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.In any hospitality property, first impressions are everything. The way your front desk staff greets and attends to guests can make or break the image of your property. And just to make things clear, if you operate a small B & B or inn and you are a one-person operation – you are the front office manages.Like the best leaders, a front office manager, with the right knowledge training, and attitude leads by example and from the front. If your personality is a perfect mixture of skilful hospitality and tight organizational skills, then working as a front office manager at a hospitality property might be an invigorating and fulfilling career path. Success as a hospitality property front office manager, as with many other careers, requires constant improvement and self-evaluation. A successful front office manager at a hospitality property should never settle for less than A +.The duties of hotel front office managers can be wide-ranging. Not only are these managers in charge of seeing that new employees get trained properly, but they're also in charge of everything from assigning work schedules to handling finances.No two days of working as a hotel front office manager are exactly the same. Here are 15 steps the can help make a successful front desk manager?1.Improve listening skills and then coach others to do the sameWe all need to not only hear but listen with better intensity. The front desk is the communication centre of every hospitality property. It is the financial centre for reservations and much of the cash activity at many properties. A front office manager must be able to overseer both guest and staff interaction to ensure proper guest service and procedure. Guide those staff that need it, coach, appropriately and increase the two-way communication cycle.2.Work towards customer delightIn any hospitality property, customer service is supreme. The only method that will ensure your guests are satisfied with the service provided by the front desk is if you value your guests. •Each guest has to be treated professionally and courteously. •Be sure you have time to hear the tiniest problem and resolve it. •When you make commitments to customers, - meet them. •Train your employees to check-in guests quickly and also accelerate the check out as fast as possible.When you are more focused on the requirements of your guests and are ready to accept both positive and negative feedback, you’ll be able to anticipate their needs and fulfil them. 3.Make sure you and your staff know everything about the property & services The most obvious requirement for any successful front office manager is to know all the details about the hospitality property's product & services. •Personally inspecting every type of accommodation in your hotel. Learn the differences and potential benefits of each type and how they can be of value to different customers. This tour should be monthly or even weekly to keep you aware of changes in the property and can also help management to be better aware of potential problems.•Maintain your awareness of the property of the whole. This includes parking areas, public areas, access points to the hotel and the all-important curb appeal. •If you have work with an adjacent restaurant or another external service that is part of your offerings, regularly assess their quality and how it affects your guests’ satisfaction. •Effective front office managers take pride in their property and often offer to assist senior management in room inspections or in the sales effort as appropriate.Continue reading and I'll share fifteen more things you need to do to become a successful front office manager, right after a word from our sponsors. ⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/Front-Office-Manager-18-Ways-to-Become-the-Best-220Get Your INNsider Tipshttps://keystonehpd.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST here:https://keystonehpd.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/OLzbpx1gvv0A Division of Keystone Hospitality Property Development
Unproductive or poor employees can be a detriment to your business but firing them can be very difficult. Here are tips to do it professionally, gracefully and safely fire an employee. 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 them improve their performance or,•Fire them Firing someone is not a decision you can take lightly. The cost of turning over an employee can be high; it could cause your employee emotional and financial stress; it could cause distress with your other employees; depending on what country are in, it could open you up to lawsuits, but unfortunately, there are times when this is your only option.Continue reading or listening and I will look at ways to fire an employee professionally, gracefully and safely...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehospitalitydevelopment.com/The-Right-Wrong-Ways-to-Fire-an-Employee-219Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/OjSlBlbBHXMA Division of Keystone Hospitality Property Development
For many, upselling is a dirty word but if you want to be able to offer your guests amazing experiences, learning how 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.Why Should You Want to Learn How to Upsell?Upselling will make your guests more satisfied and make your business more profitable.A properly trained employee can add apparent value to a room sale that the customer is already willing to make, increasing their stays worth as well as increasing your bottom line. This benefits everyone.I've heard many employees and owners say they feel uncomfortable trying to upsell, like upsell or cross-sell our dirty words. Upselling doesn't have to be a dirty word. In fact, it can help you make your customers happier.First of all, I should explain the difference between upselling and cross-selling.Upselling is a strategy to sell a more expensive version of something the customer already has. For example, going from a standard room to a mini-suite.Cross-selling is a strategy to sell products that are different but possibly related. For example, if your property has a swimming pool you might offer your guests swimming goggles or swimming caps. Here are a few reasons to stop thinking of upsell or cross-selling as dirty words.Continue reading and I will share with you other reasons to stop thinking of upsell or cross-selling as dirty words...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehospitalitydevelopment.com/The-Best-Ways-to-Upsell-218Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/J8j9Xb2G8NYA Division of Keystone Hospitality Property Development
If you operate a hotel, resort, inn or bed and breakfast you should know 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.If you operate any type of hospitality property, your number one priority for success is great customer service.Great customer service is an essential aspect of the hospitality industry. The level of service you offer can make or break your hotel, resort, inn or bed & breakfast, so it is imperative that you fine-tune your policies until you hit near-perfection. If you don’t, you will lose potential and repeat guests.“Social media raises the stakes for customer service”.In the old days, if a guest or customer was happy with your service they would tell 3 people. If not, they would tell eleven people. Today, with the advent of social media. If someone is not happy with an aspect of your service, within a day tens or even hundreds of thousands could see this on their timeline.Hospitality property owners/managers need to instil best practices for their employees to follow.By understanding the following best practices, you and your employees will ensure your customer service reaches a standard that’s not only acceptable to the general public but will also confirm your status as a quality establishment.Begin with a warm welcomeFirst impressions are everything. The first step you need to master and to teach your employees is the appropriate customer greeting. This will be your guest’s first face-to-face contact and could set the tone for their overall experience. A good welcome needs to be warm, polite and informed but not fake. If the greeting is overbearing or suffocating it could make a guest feel uncomfortable. It is really important to find a healthy balance, so your guests walk away from the check-in more content and happier than when they arrived.In a past episode, I talk about the importance of hiring the right staff. If you would like to refresh your mind then visit How to Interview for Great Employees.Continue reading for more of what you can do and to see a few stories of great customer service, from a number of different sources including one of my own...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehospitalitydevelopment.com/How-to-Give-Customer-Service-Your-Guests-Will-Treasure-217Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/azysN2lpno4A Division of Keystone Hospitality Property Development
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.With the continued evolution of online hotel, resort, inn and bed & breakfast review sites, social media, forums, and fuming customers on YouTube, a property's level of guest service is increasingly visible to the outside world. For this reason, it is vital that you have a working operation manual with the appropriate policies to handle customer complaints, as well as the properly trained staff who not only welcome guest complaints but actually, encourage them. Unfortunately, many hospitality property employees believe the handling of complaints is an unlikeable task but one that comes with the job. With proper policies in place and training from day one on how to use these policies, employees can change their view of customer complaints. Employees and especially owners of independent hotels, resorts, inns or bed & breakfasts should look at customer complaints as an opportunity. "The worst complaints are the ones you do not hear."The majority of guests who were not happy with your property did not voice their opinion to the owner or the front desk but instead told their friends, family and colleagues and in more and more cases went online to express their irritation. Yes, some customers do complain, thus offering you a chance to find a solution, but what about all those customers who do not say anything.This is where training should involve employees to look for unhappy customers and give them the opportunity to complain. I have an example, not from the hospitality property but a restaurant, a very well-known restaurant, on the waterfront in Halifax, Nova Scotia, Canada. Over the years, I had recommended this restaurant to many people and one day, while eating there, the owner came over to me and said: "Gerry, you send many people our way, do you ever get negative feedback?" I said, "No, I don't, why do you ask?" He said "I know our restaurant has a great reputation but I also know we cannot do everything right all the time and if I don't know there's a problem, it's very difficult to fix. If you ever get any complaints, please let me know".This is a restaurant, but the same applies to hotels, resorts, inns and bed & breakfasts. Most people are not comfortable with the idea of being confrontational and would much prefer leaving a property, not saying anything, but never returning.So, how can you get a customer, a guest, who was not happy with something tell you? There are a couple of ways I have seen work. Have a specific e-mail address on the bill, on the evaluation form and in the room's information packet for complaints. For example, complaints@myproperty.com I've also seen the same idea with a specific telephone number – a complaint hotline. The best way is to have employees who can read a guest. This is done with proper training. Continue reading and I'll share with you some tips employees can use plus a lot more... ⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehospitalitydevelopment.com/Customer-Complaints-How-to-Handle-Them-216Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/1ppOvGbCXFcA Division of Keystone Hospitality Property Development
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.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 dramatically over the past couple of years. There has been no guarantee of consistent repeat business.You may have welcomed new customers, hoped they would enjoy their stay and maybe someday return but have you been asking yourself these questions. How can I get them to return? And if your customers don’t return …Why? You want to ensure that your customers have a wonderful experience at your property and avoid disappointing them by only fulfilling the basics. Here are some of the reasons guests might not return, according to a study conducted by the Research Institute for Leisure and Tourism. •1 % because of death •3 % because of move •5 % because of change of habits •9% because of the wrong price policy •14% because of lack of product quality •68 % because of lack of service quality Well, if you can say … “We only offer quality service, none of these other factors apply and our occupancy rate is always 90% or better” …then your business is in perfect shape and you need not read any further. If this is not the case… Then you might be interested in how both unhappy and happy customers might describe their experience at your property. •1 unsatisfied guest tells 10 other persons about it •1 satisfied guest brings 3 new guests •Delighted guests spend 5 times more money “I know my guests and if they were unsatisfied with their experience, they would complain.” WRONG! Statistically, only 4 out of every 100 guests complain and up to 75 % will choose your competition for their next stay. Only 8-20 % stay loyal despite their dissatisfaction. So what does this all mean? Well simply…“Unsatisfied guests do not complain, they just do not come again.”How can you ensure your guest will return? Continue reading and I"ll will tell you...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehospitalitydevelopment.com/Customer-Service-Bona-fide-Techniques-215Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/FCoErPMpK0QA Division of Keystone Hospitality Property Development
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 we can improve.IntroductionCommunication 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 effective communication actually takes quite a bit of skill. Choosing the right words, listening with our minds instead of just our ears, and getting our message across are skills that we all need to work on. When at home or with friends, not finding the right words or miscommunication can lead to problems or even arguments. At work, the results could be much worse. Unenthusiastic employees, poor productivity, even legal issues can be the result of bad communication skills. This does not have to be a problem at your property if you incorporate a few changes to your communications practices. E-mailSince the end of the last century, many companies have become dependent on e-mail as their primary source of communication with colleagues and outside clients. Many of us have become so reliant on our computers and e-mail that we've neglected the art of effective communication. E-mail does have its advantages over the old-fashioned "snail mail" letters because they are quick and direct and they do leave a trail of your correspondents, but unfortunately for many, the desire for speed has almost created a whole new language of short sentences and abbreviations. Have you ever sent off an e-mail with the best intentions only to have that misunderstood at the other end? An e-mail sent quickly can easily be misinterpreted as a lack of caring, or worse a sign that you're mad. When speaking to someone face to face, a conversation is more than words itself. It's the tone of voice, facial expressions and body language. Take body gestures and smiles out of the equation, and recipients can easily get the wrong idea, especially when the sender isn't the most coherent writer.Continue reading and I will look at some ways you can improve your email communication ...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehospitalitydevelopment.com/ The-Ultimate-Guide-To-Effective-Communications-214Get Your INNsider Tipshttp://keystonehospitalitydevelopment.com/Sign-up-for-INNsider-TipsJoin one of your private groupshttps://keystonehospitalitydevelopment.com/private-groupsSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/Uvc45vQH1NcA Division of Keystone Hospitality Property Development
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Comments (2)

Brett B

Hi J. I've like the lawyer Podcast and found tremendous value in them. However this on was very poor. It was a 14 minute repeating commercial. Maybe there is an upload error, it's just not what I'm used to hearing from you as far as quality content

Nov 13th
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