https://www.spreaker.com/show/hospitality-academyenBusinessCopyright Susan Pannozzohttps://d3wo5wojvuv7l.cloudfront.net/t_rss_itunes_square_1400/images.spreaker.com/original/e5ceadbdd81e4225bba5441fa8313cb6.jpghttps://www.spreaker.com/show/hospitality-academySun, 15 Mar 2020 20:21:47 +0000Susan PannozzoSusan Pannozzofeeds@spreaker.comSharing hospitality industry tips and advice for hoteliers on a variety of topics designed to make your life a little easier and your operation more profitable. Tune in for regular interviews with hospitality industry professionals with a proven...cleanepisodicSusan Pannozzofeeds@spreaker.comSharing hospitality industry tips and advice for hoteliers on a variety of topics designed to make your life a little easier and your operation more profitable. Tune in for regular interviews with hospitality industry professionals with a proven reputation for success.Nohttps://www.spreaker.com/user/9881003/ep-41-creating-a-customer-service-culturIn this episode, Susan is joined by Micah Solomon, a world-renowned consultant and trainer in customer service, consumer trends, and company culture. He is the author of IGNORE YOUR CUSTOMERS (AND THEY’LL GO AWAY): The Simple Playbook for Delivering the Ultimate Customer Service Experience (2020).

“Company culture” is a buzz-phrase that has risen to prominence in recent years. Micah, however, believes the term is misunderstood by many boardroom individuals to mean little more than ping-pong tables and bean bag chairs. With this in mind, Micah prefers to speak of a different kind of “company culture”, and that is “customer service culture”. This is comprised of two primary elements: 1) the way your company treats its customers, and 2) the way the company treats the people (i.e. employees, vendors, and contractors) whose job it is to take care of those customers.
 
Unfortunately, a lot of companies miss the mark on what it means to have a stellar customer service culture. Oftentimes, a company may have the wrong style of customer service. That is, customers today, by and large, want a more “informal” style; or an “eye-level” or “peer-on-peer” style of service. It means looking beyond the outdated paradigm of customer service, defined by a certain level of rigidity and formality. For example, nowadays it may be okay for employees to sport tattoos and colored hair, simply because their customers sport the same. In short, today’s customer thrives on relatability.
 
Much more important than customer service style, on the other hand, is hiring the right people. Micah refers to “the cliff of dissatisfaction”: The longer it takes for employees to respond to customer inquiries, the higher the customer’s level of dissatisfaction.
 
“The hallmark of great customer service organizations is that they have a default of ‘yes’.” Micah gives a personal example of this in the form of his salesperson at Nordstrom named Joanne Hassiss. When the manufacturer of his favorite short-sleeve shirt went out of business, Joanne, instead of turning Micah away, told him to give her a day. By the next day, Joanne had found a solution: shirts almost identical to Micah’s favorite, found not on Nordstrom’s website, but on a competitor’s website. Joanne got to “yes” by giving up a sale from her own company. Micah may no longer be a source of revenue for that particular style of shirt, but he is sure to be back at Nordstrom simply because Joanne Hassiss made an impact by saying “yes”. But if you absolutely must decline, adds Micah, “Never say ‘no’ to a guest without providing one or two reasonable alternatives.”
 
 “Customer service,” says Micah, “is today’s marketing.” Traditional advertising in today’s society can only be either doubly good or doubly bad depending on the experience a customer has had with the company in question.
Links:
Micah’s website: https://micahsolomon.com/
Micah’s book: https://ignoreyourcustomers.com/
 
Thanks for tuning in!
There are a lot of podcasts you could be tuning into today, and I am grateful you chose mine. If you enjoyed today’s show, please share it by using the social media buttons you see at the side of this page.
Got A Question You Want Answered On the Podcast?
Ask your questions or let me know if there is a topic or guest you’d like to hear from in the comments below and submit your question there for a chance to be featured on a future Q&A episode.
Also, kindly consider taking the 60-seconds it takes to ]]>https://www.hospitalityacademy.net/?p=5563Sun, 15 Mar 2020 19:30:25 +0000Susan PannozzoCreating a Customer Service Culture with Micah Solomon In this episode, Susan is joined by Micah Solomon, a world-renowned consultant and trainer in customer service, consumer trends, and company culture. He is the author of IGNORE YOUR CUSTOMERS (AND...In this episode, Susan is joined by Micah Solomon, a world-renowned consultant and trainer in customer service, consumer trends, and company culture. He is the author of IGNORE YOUR CUSTOMERS (AND THEY’LL GO AWAY): The Simple Playbook for Delivering the Ultimate Customer Service Experience (2020).

“Company culture” is a buzz-phrase that has risen to prominence in recent years. Micah, however, believes the term is misunderstood by many boardroom individuals to mean little more than ping-pong tables and bean bag chairs. With this in mind, Micah prefers to speak of a different kind of “company culture”, and that is “customer service culture”. This is comprised of two primary elements: 1) the way your company treats its customers, and 2) the way the company treats the people (i.e. employees, vendors, and contractors) whose job it is to take care of those customers.
 
Unfortunately, a lot of companies miss the mark on what it means to have a stellar customer service culture. Oftentimes, a company may have the wrong style of customer service. That is, customers today, by and large, want a more “informal” style; or an “eye-level” or “peer-on-peer” style of service. It means looking beyond the outdated paradigm of customer service, defined by a certain level of rigidity and formality. For example, nowadays it may be okay for employees to sport tattoos and colored hair, simply because their customers sport the same. In short, today’s customer thrives on relatability.
 
Much more important than customer service style, on the other hand, is hiring the right people. Micah refers to “the cliff of dissatisfaction”: The longer it takes for employees to respond to customer inquiries, the higher the customer’s level of dissatisfaction.
 
“The hallmark of great customer service organizations is that they have a default of ‘yes’.” Micah gives a personal example of this in the form of his salesperson at Nordstrom named Joanne Hassiss. When the manufacturer of his favorite short-sleeve shirt went out of business, Joanne, instead of turning Micah away, told him to give her a day. By the next day, Joanne had found a solution: shirts almost identical to Micah’s favorite, found not on Nordstrom’s website, but on a competitor’s website. Joanne got to “yes” by giving up a sale from her own company. Micah may no longer be a source of revenue for that particular style of shirt, but he is sure to be back at Nordstrom simply because Joanne Hassiss made an impact by saying “yes”. But if you absolutely must decline, adds Micah, “Never say ‘no’ to a guest without providing one or two reasonable alternatives.”
 
 “Customer service,” says Micah, “is today’s marketing.” Traditional advertising in today’s society can only be either doubly good or doubly bad depending on the experience a customer has had with the company in question.
Links:
Micah’s website: https://micahsolomon.com/
Micah’s book: https://ignoreyourcustomers.com/
 
Thanks for tuning in!
There are a lot of podcasts you could be tuning into today, and I am grateful you chose mine. If you enjoyed today’s show, please share it by using the social media buttons you see at the side of this page.
Got A Question You Want Answered On the Podcast?
Ask your questions or let me know if there is a topic or guest you’d like to hear from in the comments below and submit your question there for a chance to be featured on a future Q&A episode.
Also, kindly consider taking the 60-seconds it takes to ]]>2593cleanfullSusan PannozzoCreating a Customer Service Culture with Micah Solomon In this episode, Susan is joined by Micah Solomon, a world-renowned consultant and trainer in customer service, consumer trends, and company culture. He is the author of IGNORE YOUR CUSTOMERS (AND THEY’LL GO AWAY): The Simple Playbook for Delivering the Ultimate Customer Service Experience (2020). “Company culture” is a buzz-phrase that has risen to prominence in recent years. Micah, however, believes the term is misunderstood by many boardroom individuals to mean little more than ping-pong tables and bean bag chairs. With this in mind, Micah prefers to speak of a different kind of “company culture”, and that is “customer service culture”. This is comprised of two primary elements: 1) the way your company treats its customers, and 2) the way the company treats the people (i.e. employees, vendors, and contractors) whose job it is to take care of those customers.   Unfortunately, a lot of companies miss the mark on what it means to have a stellar customer service culture. Oftentimes, a company may have the wrong style of customer service. That is, customers today, by and large, want a more “informal” style; or an “eye-level” or “peer-on-peer” style of service. It means looking beyond the outdated paradigm of customer service, defined by a certain level of rigidity and formality. For example, nowadays it may be okay for employees to sport tattoos and colored hair, simply because their customers sport the same. In short, today’s customer thrives on relatability.   Much more important than customer service style, on the other hand, is hiring the right people. Micah refers to “the cliff of dissatisfaction”: The longer it takes for employees to respond to customer inquiries, the higher the customer’s level of dissatisfaction.   “The hallmark of great customer service organizations is that they have a default of ‘yes’.” Micah gives a personal example of this in the form of his salesperson at Nordstrom named Joanne Hassiss. When the manufacturer of his favorite short-sleeve shirt went out of business, Joanne, instead of turning Micah away, told him to give her a day. By the next day, Joanne had found a solution: shirts almost identical to Micah’s favorite, found not on Nordstrom’s website, but on a competitor’s website. Joanne got to “yes” by giving up a sale from her own company. Micah may no longer be a source of revenue for that particular style of shirt, but he is sure to be back at Nordstrom simply because Joanne Hassiss made an impact by saying “yes”. But if you absolutely must decline, adds Micah, “Never say ‘no’ to a guest without providing one or two reasonable alternatives.”    “Customer service,” says Micah, “is today’s marketing.” Traditional advertising in today’s society can only be either doubly good or doubly bad depending on the experience a customer has had with the company in question. Links: Micah’s website: https://micahsolomon.com/ Micah’s book: https://ignoreyourcustomers.com/   Thanks for tuning in! There are a lot of podcasts you could be tuning into today, and I am grateful you chose mine. If you enjoyed today’s show, please share it by using the social media buttons you see at the side of this page. Got A Question You Want Answered On the Podcast? Ask your questions or let me know if there is a topic or guest you’d like to hear from in the comments below and submit your question there for a chance to be featured on a future Q&A episode. Also, kindly consider taking the 60-seconds it takes to Nohttps://www.spreaker.com/user/9881003/ep-40-crisis-readiness-for-the-hospitaliUnderstanding what it takes to be crisis-ready is essential for any organization, but in the hospitality industry, we are especially vulnerable to crisis and must proactively train our teams to be prepared for any and all foreseeable events.
 
In this episode, Susan is joined by crisis management strategist Melissa Agnes. A published author and highly sought-after consultant, Melissa has worked with a wide variety of organizations, among them NATO and Hilton. Her book, Crisis Ready: Building an Invincible Brand in an Uncertain World (2018) is a higher-education staple.
 
A crisis-ready organization, according to Melissa, is one that is “cultural”. The traditional crisis management plan is typically theoretical and “sits on a shelf somewhere”. Since any crisis happens quickly, being dependent on a “stagnant plan” does a disservice to the organization. The best culture is one that prioritizes people and understands its stakeholders well. This includes three key points that must be intrinsically understood by everyone in the team: 1) They can identify a risk in real-time; 2) They can determine whether the risk is a true crisis or a minor issue; 3) They know precisely what to do to deal with the risk, coming out with “increased trust and credibility built into your brand.” Such a culture, when properly nurtured, builds brand invincibility that can weather any storm in today’s uncertain world.
 

 
The first step to achieving this is to do an audit of the mindset of your team’s current culture to evaluate the lens through which they currently look and respond to risks. Every adjustment you make in this department will ultimately impact your customer service and competitive edge.
 
The next step is to map out your stakeholders. Create a consolidated list of the important relationships in your organization. It is these people who matter when a crisis or a viral issue strikes. They need to “trust that the brand will continue to do right by them” in any situation; so it helps to understand these stakeholders and anticipate any questions that may come up during the one to two-hour timeline that an incident plays out. To determine who these key people are, it helps to start with the question: “What are all of the ways that the [organization] exists and thrives?”
 
The “leaders” of the organization (arguably every single team member) must learn how to communicate with emotional intelligence in order to minimize friction when an incident comes up. This will help those individuals, tasked with owning the process, to be fully informed and act quickly.
 
Melissa’s mantra is: “People above process and bottom-line, always.” When in any sort of doubt, by simply focusing on doing what is right by your people, you are already headed in the right direction. When you put people first, profit naturally follows.
Links:
Melissa’s website: https://melissaagnes.com/
Melissa’s book: Crisis Ready: Building an Invincible Brand in an Uncertain World
 
Thanks for tuning in!
There are a lot of podcasts you could be tuning into today, and I am grateful you chose mine. If you enjoyed today’s show, please share it by using the social media buttons you see at the side of th...]]>https://www.hospitalityacademy.net/?p=5543Fri, 24 Jan 2020 02:03:35 +0000Susan PannozzoCrisis Management Strategist Melissa Agnes Understanding what it takes to be crisis-ready is essential for any organization, but in the hospitality industry, we are especially vulnerable to crisis and must proactively train our teams to be prepared...Understanding what it takes to be crisis-ready is essential for any organization, but in the hospitality industry, we are especially vulnerable to crisis and must proactively train our teams to be prepared for any and all foreseeable events.
 
In this episode, Susan is joined by crisis management strategist Melissa Agnes. A published author and highly sought-after consultant, Melissa has worked with a wide variety of organizations, among them NATO and Hilton. Her book, Crisis Ready: Building an Invincible Brand in an Uncertain World (2018) is a higher-education staple.
 
A crisis-ready organization, according to Melissa, is one that is “cultural”. The traditional crisis management plan is typically theoretical and “sits on a shelf somewhere”. Since any crisis happens quickly, being dependent on a “stagnant plan” does a disservice to the organization. The best culture is one that prioritizes people and understands its stakeholders well. This includes three key points that must be intrinsically understood by everyone in the team: 1) They can identify a risk in real-time; 2) They can determine whether the risk is a true crisis or a minor issue; 3) They know precisely what to do to deal with the risk, coming out with “increased trust and credibility built into your brand.” Such a culture, when properly nurtured, builds brand invincibility that can weather any storm in today’s uncertain world.
 

 
The first step to achieving this is to do an audit of the mindset of your team’s current culture to evaluate the lens through which they currently look and respond to risks. Every adjustment you make in this department will ultimately impact your customer service and competitive edge.
 
The next step is to map out your stakeholders. Create a consolidated list of the important relationships in your organization. It is these people who matter when a crisis or a viral issue strikes. They need to “trust that the brand will continue to do right by them” in any situation; so it helps to understand these stakeholders and anticipate any questions that may come up during the one to two-hour timeline that an incident plays out. To determine who these key people are, it helps to start with the question: “What are all of the ways that the [organization] exists and thrives?”
 
The “leaders” of the organization (arguably every single team member) must learn how to communicate with emotional intelligence in order to minimize friction when an incident comes up. This will help those individuals, tasked with owning the process, to be fully informed and act quickly.
 
Melissa’s mantra is: “People above process and bottom-line, always.” When in any sort of doubt, by simply focusing on doing what is right by your people, you are already headed in the right direction. When you put people first, profit naturally follows.
Links:
Melissa’s website: https://melissaagnes.com/
Melissa’s book: Crisis Ready: Building an Invincible Brand in an Uncertain World
 
Thanks for tuning in!
There are a lot of podcasts you could be tuning into today, and I am grateful you chose mine. If you enjoyed today’s show, please share it by using the social media buttons you see at the side of th...]]>1714cleanfullSusan PannozzoCrisis Management Strategist Melissa Agnes Understanding what it takes to be crisis-ready is essential for any organization, but in the hospitality industry, we are especially vulnerable to crisis and must proactively train our teams to be prepared for any and all foreseeable events.   In this episode, Susan is joined by crisis management strategist Melissa Agnes. A published author and highly sought-after consultant, Melissa has worked with a wide variety of organizations, among them NATO and Hilton. Her book, Crisis Ready: Building an Invincible Brand in an Uncertain World (2018) is a higher-education staple.   A crisis-ready organization, according to Melissa, is one that is “cultural”. The traditional crisis management plan is typically theoretical and “sits on a shelf somewhere”. Since any crisis happens quickly, being dependent on a “stagnant plan” does a disservice to the organization. The best culture is one that prioritizes people and understands its stakeholders well. This includes three key points that must be intrinsically understood by everyone in the team: 1) They can identify a risk in real-time; 2) They can determine whether the risk is a true crisis or a minor issue; 3) They know precisely what to do to deal with the risk, coming out with “increased trust and credibility built into your brand.” Such a culture, when properly nurtured, builds brand invincibility that can weather any storm in today’s uncertain world.     The first step to achieving this is to do an audit of the mindset of your team’s current culture to evaluate the lens through which they currently look and respond to risks. Every adjustment you make in this department will ultimately impact your customer service and competitive edge.   The next step is to map out your stakeholders. Create a consolidated list of the important relationships in your organization. It is these people who matter when a crisis or a viral issue strikes. They need to “trust that the brand will continue to do right by them” in any situation; so it helps to understand these stakeholders and anticipate any questions that may come up during the one to two-hour timeline that an incident plays out. To determine who these key people are, it helps to start with the question: “What are all of the ways that the [organization] exists and thrives?”   The “leaders” of the organization (arguably every single team member) must learn how to communicate with emotional intelligence in order to minimize friction when an incident comes up. This will help those individuals, tasked with owning the process, to be fully informed and act quickly.   Melissa’s mantra is: “People above process and bottom-line, always.” When in any sort of doubt, by simply focusing on doing what is right by your people, you are already headed in the right direction. When you put people first, profit naturally follows. Links: Melissa’s website: https://melissaagnes.com/ Melissa’s book: Crisis Ready: Building an Invincible Brand in an Uncertain World   Thanks for tuning in! There are a lot of podcasts you could be tuning into today, and I am grateful you chose mine. If you enjoyed today’s show, please share it by using the social media buttons you see at the side of th...Nohttps://www.spreaker.com/user/9881003/ep-39-the-power-of-moments-with-author-c 
In a world full of cell phones, crystal clear video, and instant gratification, creating an impactful guest experience is harder than ever. The good news is there are still ways to create defining moments that connect with your guests, are cost-effective, and create memories and experiences your guests can't wait to share in their hotel reviews.
 
In Episode 39 we talk with Chip Heath, Stanford Business School professor and co-author of The Power of Moments. According to the book's website, Chip and his brother Dan's book, "explores why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work." In this podcast episode, Chip covers the framework laid out in his book for creating a memorable and meaningful experience for your guests and how to implement an effective employee recognition program.
 
What can you remember from your childhood? Is there a nice smooth timeline of events that's clear as day where every minute is cataloged and easily accessed inside your brain? Or is it more like a series of memorable moments, each having a profound and meaningful connection to you? It's more likely the latter, which is what Chip reminds hospitality industry insiders. Guest experience is made in powerful moments, not mundane details. Defining moments can happen anywhere. It's about stopping long enough to see them through the guest's eyes and make sure to connect with them on a level they won't soon forget.
 
The check-in process for example. The standard greeting, impersonal chit chat about where you're traveling from, and regular information gathering is necessary, but how can we make it memorable? What if the staff checking the guest in was explaining exactly what they're doing throughout the process, genuinely connecting with the guest by showing they understand what it must be like to have traveled so long and be ready to settle in ("Leave the hard work to us! You go ahead and relax."), and offering some sort of token that creates a reason to remember that moment (free cookies, a compiled list of things to do in the area, etc.)? These are the things that cost virtually nothing but can create a caring and memorable guest experience, netting those positive hotel reviews.
 
Chip talks about elevation. This is the element that takes any moment (like checking in) and brings it up to the next level by creating an intense sensory experience. It involves building a peak, or turning up the emotional volume, with a signature moment and breaking the script, or creating an impactful and good surprise in service. It's a lot like the Cracker Jack prize inside of every box! Chip gives a terrific example of the Magic Castle in Los Angeles – a story that's a must hear in the podcast episode, mostly for the popsicle hotline. Elevation is something we in the hospitality industry often get too busy to step back, stop, and think about it from the guest's perspective.
 
You might be thinking, "I don't have all kinds of money to give things away or buy the things I need to create those types of experiences!" That's okay. There are plenty of great and cost-effective suggestions in this episode. Make sure to listen and get ideas that will work for you.
 
We also cover team building and lowering staff turnover r...]]>https://www.hospitalityacademy.net/?p=5480Tue, 03 Oct 2017 16:03:23 +0000Susan PannozzoHow To Create Defining Moments Without Breaking the Bank.   In a world full of cell phones, crystal clear video, and instant gratification, creating an impactful guest experience is harder than ever. The good news is there are still ways to create... 
In a world full of cell phones, crystal clear video, and instant gratification, creating an impactful guest experience is harder than ever. The good news is there are still ways to create defining moments that connect with your guests, are cost-effective, and create memories and experiences your guests can't wait to share in their hotel reviews.
 
In Episode 39 we talk with Chip Heath, Stanford Business School professor and co-author of The Power of Moments. According to the book's website, Chip and his brother Dan's book, "explores why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work." In this podcast episode, Chip covers the framework laid out in his book for creating a memorable and meaningful experience for your guests and how to implement an effective employee recognition program.
 
What can you remember from your childhood? Is there a nice smooth timeline of events that's clear as day where every minute is cataloged and easily accessed inside your brain? Or is it more like a series of memorable moments, each having a profound and meaningful connection to you? It's more likely the latter, which is what Chip reminds hospitality industry insiders. Guest experience is made in powerful moments, not mundane details. Defining moments can happen anywhere. It's about stopping long enough to see them through the guest's eyes and make sure to connect with them on a level they won't soon forget.
 
The check-in process for example. The standard greeting, impersonal chit chat about where you're traveling from, and regular information gathering is necessary, but how can we make it memorable? What if the staff checking the guest in was explaining exactly what they're doing throughout the process, genuinely connecting with the guest by showing they understand what it must be like to have traveled so long and be ready to settle in ("Leave the hard work to us! You go ahead and relax."), and offering some sort of token that creates a reason to remember that moment (free cookies, a compiled list of things to do in the area, etc.)? These are the things that cost virtually nothing but can create a caring and memorable guest experience, netting those positive hotel reviews.
 
Chip talks about elevation. This is the element that takes any moment (like checking in) and brings it up to the next level by creating an intense sensory experience. It involves building a peak, or turning up the emotional volume, with a signature moment and breaking the script, or creating an impactful and good surprise in service. It's a lot like the Cracker Jack prize inside of every box! Chip gives a terrific example of the Magic Castle in Los Angeles – a story that's a must hear in the podcast episode, mostly for the popsicle hotline. Elevation is something we in the hospitality industry often get too busy to step back, stop, and think about it from the guest's perspective.
 
You might be thinking, "I don't have all kinds of money to give things away or buy the things I need to create those types of experiences!" That's okay. There are plenty of great and cost-effective suggestions in this episode. Make sure to listen and get ideas that will work for you.
 
We also cover team building and lowering staff turnover r...]]>2045cleanfullSusan PannozzoHow To Create Defining Moments Without Breaking the Bank.   In a world full of cell phones, crystal clear video, and instant gratification, creating an impactful guest experience is harder than ever. The good news is there are still ways to create defining moments that connect with your guests, are cost-effective, and create memories and experiences your guests can't wait to share in their hotel reviews.   In Episode 39 we talk with Chip Heath, Stanford Business School professor and co-author of The Power of Moments. According to the book's website, Chip and his brother Dan's book, "explores why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work." In this podcast episode, Chip covers the framework laid out in his book for creating a memorable and meaningful experience for your guests and how to implement an effective employee recognition program.   What can you remember from your childhood? Is there a nice smooth timeline of events that's clear as day where every minute is cataloged and easily accessed inside your brain? Or is it more like a series of memorable moments, each having a profound and meaningful connection to you? It's more likely the latter, which is what Chip reminds hospitality industry insiders. Guest experience is made in powerful moments, not mundane details. Defining moments can happen anywhere. It's about stopping long enough to see them through the guest's eyes and make sure to connect with them on a level they won't soon forget.   The check-in process for example. The standard greeting, impersonal chit chat about where you're traveling from, and regular information gathering is necessary, but how can we make it memorable? What if the staff checking the guest in was explaining exactly what they're doing throughout the process, genuinely connecting with the guest by showing they understand what it must be like to have traveled so long and be ready to settle in ("Leave the hard work to us! You go ahead and relax."), and offering some sort of token that creates a reason to remember that moment (free cookies, a compiled list of things to do in the area, etc.)? These are the things that cost virtually nothing but can create a caring and memorable guest experience, netting those positive hotel reviews.   Chip talks about elevation. This is the element that takes any moment (like checking in) and brings it up to the next level by creating an intense sensory experience. It involves building a peak, or turning up the emotional volume, with a signature moment and breaking the script, or creating an impactful and good surprise in service. It's a lot like the Cracker Jack prize inside of every box! Chip gives a terrific example of the Magic Castle in Los Angeles – a story that's a must hear in the podcast episode, mostly for the popsicle hotline. Elevation is something we in the hospitality industry often get too busy to step back, stop, and think about it from the guest's perspective.   You might be thinking, "I don't have all kinds of money to give things away or buy the things I need to create those types of experiences!" That's okay. There are plenty of great and cost-effective suggestions in this episode. Make sure to listen and get ideas that will work for you.   We also cover team building and lowering staff turnover r...Nohttps://www.spreaker.com/user/9881003/ep-14-human-trafficking-and-how-to-recogThe post EP #14 – Human Trafficking and how to Recognize the Signs at your Property appeared first on Hospitality Academy.]]>https://www.hospitalityacademy.net//?p=1190Mon, 23 Nov 2015 19:29:58 +0000Susan PannozzoDid you know that in 2014 the most popular venue for human trafficking was hotels and motels? It’s true, and it’s one of the reasons to know the signs of human trafficking. Here to share her expert advice on the matter is Audrey Roofeh of Polaris...The post EP #14 – Human Trafficking and how to Recognize the Signs at your Property appeared first on Hospitality Academy.]]>1871cleanfullSusan PannozzoDid you know that in 2014 the most popular venue for human trafficking was hotels and motels? It’s true, and it’s one of the reasons to know the signs of human trafficking. Here to share her expert advice on the matter is Audrey Roofeh of Polaris Project, an organization devoted to ending human trafficking and… The post EP #14 – Human Trafficking and how to Recognize the Signs at your Property appeared first on Hospitality Academy.Nohttps://www.spreaker.com/user/9881003/ep-10-a-day-in-the-life-of-the-frontlineThe post EP #10 – A Day in the Life of the Frontline Staff with Kelly Long appeared first on Hospitality Academy.]]>https://www.hospitalityacademy.net//?p=1130Fri, 18 Sep 2015 16:01:47 +0000Susan PannozzoTraining should be based on reality, not just theory. Have you ever sat through a training and been bored to tears? Or maybe it felt like the training just wasn’t relevant to your work. Someone who is committed to changing that is Kelly Long. Kelly is...The post EP #10 – A Day in the Life of the Frontline Staff with Kelly Long appeared first on Hospitality Academy.]]>2158cleanfullSusan PannozzoTraining should be based on reality, not just theory. Have you ever sat through a training and been bored to tears? Or maybe it felt like the training just wasn’t relevant to your work. Someone who is committed to changing that is Kelly Long. Kelly is a senior training consultant with a background in teaching,… The post EP #10 – A Day in the Life of the Frontline Staff with Kelly Long appeared first on Hospitality Academy.Nohttps://www.spreaker.com/user/9881003/ep-6-industry-training-consultant-joleenThe post EP #6 – Industry Training Consultant, Joleen Emery Shares Insights On Training New Hires appeared first on Hospitality Academy.]]>https://www.hospitalityacademy.net//?p=1028Fri, 17 Jul 2015 02:47:45 +0000Susan PannozzoIndustry Training Consultant, Joleen Emery Shares Insights On Training New Hires Because employee turnover and staff retention are such critical pieces in running a successful hotel we’re revisiting the topic of training. Last week we had Scott Sisk...The post EP #6 – Industry Training Consultant, Joleen Emery Shares Insights On Training New Hires appeared first on Hospitality Academy.]]>1949cleanfullSusan PannozzoIndustry Training Consultant, Joleen Emery Shares Insights On Training New Hires Because employee turnover and staff retention are such critical pieces in running a successful hotel we’re revisiting the topic of training. Last week we had Scott Sisk with us to talk about the onboarding process and Joleen Emery, online training, and hospitality industry expert… The post EP #6 – Industry Training Consultant, Joleen Emery Shares Insights On Training New Hires appeared first on Hospitality Academy.Nohttps://www.spreaker.com/user/9881003/ep-5-new-employee-on-boarding-with-gm-sc_1The post EP #5 – New Employee On-boarding with GM Scott Sisk appeared first on Hospitality Academy.]]>https://www.hospitalityacademy.net//?p=1009Fri, 10 Jul 2015 01:08:26 +0000Susan PannozzoGeneral Manager, Scott Sisk of the Holiday Inn Express & Suites in Alvarado, TX is here for episode 5 of Hospitality Academy to discuss that very topic. On this episode he shares how using a well thought out onboarding checklist for new front desk...The post EP #5 – New Employee On-boarding with GM Scott Sisk appeared first on Hospitality Academy.]]>1723cleanfullSusan PannozzoGeneral Manager, Scott Sisk of the Holiday Inn Express & Suites in Alvarado, TX is here for episode 5 of Hospitality Academy to discuss that very topic. On this episode he shares how using a well thought out onboarding checklist for new front desk agents has helped him to dramatically reduce turnover at his hotel.… The post EP #5 – New Employee On-boarding with GM Scott Sisk appeared first on Hospitality Academy.Nohttps://www.spreaker.com/user/9881003/ep-4-interview-with-hotel-quality-consulThe post EP #4 – Interview with Hotel Quality Consultant, Kim Montijo appeared first on Hospitality Academy.]]>https://www.hospitalityacademy.net//?p=957Wed, 01 Jul 2015 18:23:09 +0000Susan PannozzoInterview with Quality Consultant – Kim Montijo What differentiates a superb hotel from just an average one – and how can you make sure you fall into the first category (and not the latter)? Here to provide insights and specific examples you can...The post EP #4 – Interview with Hotel Quality Consultant, Kim Montijo appeared first on Hospitality Academy.]]>1567cleanfullSusan PannozzoInterview with Quality Consultant – Kim Montijo What differentiates a superb hotel from just an average one – and how can you make sure you fall into the first category (and not the latter)? Here to provide insights and specific examples you can follow is Quality Consultant, Kim Montijo. Kim has over 20 years of… The post EP #4 – Interview with Hotel Quality Consultant, Kim Montijo appeared first on Hospitality Academy.Nohttps://www.spreaker.com/user/9881003/ep-3-steps-to-prepare-for-hurricane-seasThe post EP #3 – Steps to prepare for Hurricane Season with Bryan Jackson appeared first on Hospitality Academy.]]>https://www.hospitalityacademy.net//?p=874Tue, 30 Jun 2015 00:01:49 +0000Susan PannozzoLearn steps to prepare for Hurricane Season from Bryan Jackson, a hotel General Manager who has been through his share of storms. Do you know what to do in the event of a hurricane? Even if your area doesn’t get hurricanes you can learn some lessons...The post EP #3 – Steps to prepare for Hurricane Season with Bryan Jackson appeared first on Hospitality Academy.]]>1418cleanfullSusan PannozzoLearn steps to prepare for Hurricane Season from Bryan Jackson, a hotel General Manager who has been through his share of storms. Do you know what to do in the event of a hurricane? Even if your area doesn’t get hurricanes you can learn some lessons on being prepared for disasters on today’s show. General… The post EP #3 – Steps to prepare for Hurricane Season with Bryan Jackson appeared first on Hospitality Academy.Nohttps://www.spreaker.com/user/9881003/ep-1-welcome-to-hospitality-academy-hosp_1The post EP #1 – Welcome to Hospitality Academy appeared first on Hospitality Academy.]]>https://www.hospitalityacademy.net//?p=870Mon, 29 Jun 2015 23:57:54 +0000Susan PannozzoWelcome to Hospitality Academy! In this introductory episode, I introduce you to what the show is all about, who it is intended for and what to expect from each episode. Welcome to Hospitality Academy! In this introductory episode, I introduce you to...The post EP #1 – Welcome to Hospitality Academy appeared first on Hospitality Academy.]]>434cleanfullSusan PannozzoWelcome to Hospitality Academy! In this introductory episode, I introduce you to what the show is all about, who it is intended for and what to expect from each episode. Welcome to Hospitality Academy! In this introductory episode, I introduce you to what the show is all about, who it is intended for and what… The post EP #1 – Welcome to Hospitality Academy appeared first on Hospitality Academy.No