title

Hospitality Property School

Gerry MacPherson: Hotel, Resort, Inn, Bed & Breakf

0
Followers
0
Plays
Hospitality Property School
Hospitality Property School

Hospitality Property School

Gerry MacPherson: Hotel, Resort, Inn, Bed & Breakf

0
Followers
0
Plays
OVERVIEWEPISODESYOU MAY ALSO LIKE

Details

About Us

Hospitality Property School is a podcast 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 and employees.

Latest Episodes

Property Management System – What You Need! | Ep. #167

Are you utilizing a Property Management System? If not, you’re costing yourself time and money.I have been getting questions lately about choosing the right PMS or Property Management Systems and I felt it was time to replay a very popular episode I recorded last year on this topic.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 and I will share four more features you should consider when making your selection…https://keystonehospitalitydevelopment.com/KHDC167⇒ And don’t forget to join the “6 Day Challenge” here:https://keystonehospitalitydevelopment.com/6-day-challenge-log-in-here/RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorialshttps://courses.keystonehospitalitydevelopment.com/Keystone HDC Post DownloadsWe add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Join our community in “The Hospitality Property School Group” – Check it Out for One Full Week for Only $1https://keystonehospitalitydevelopment.com/membership-siteSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-development/Listen to The Hospitality Property School Podcast here:https://keystonehospitalitydevelopment.com/itunes-podcast

7 MIN1 d ago
Comments
Property Management System – What You Need! | Ep. #167

28 Ways to Increase Your Restaurant Business | Ep. #166

Do you have a restaurant on your property? Is it bringing in an extra stream of revenue? If no, why not? I am going to share how you can increase your restaurants potential.If you have a restaurant and you’re only catering to your hotel guests, then you’re leaving money on the table. You might believe you have a very good restaurant, in fact, you might believe you have a great restaurant but without good local patronage how would you know for sure. Hotel restaurants are normally not on the radar of potential customers were looking for a place to eat. Traditionally, hotel restaurants have a difficult time attracting locals. So what can you do to improve your chances? I’m going to share some ideas that have worked with many hospitality properties. 1.Consider trying a new name, identity and theme for your restaurant, and promote it to the local market separately from the hotel. 2.Use social media and the local press to market your restaurant. You can contact journalists from local publications and invite them for a meal on the house in return for a review. 3.Set up a competition in the local press and online, with a prize of a meal for four with wine. The contest will cost very little and if done right can be very effective. 4.Offer a choice of menus; for families and vegetarian options. 5.Highlight what makes you stand apart from your competitors, other restaurants. (Is it better service, bar and lounge areas to relax before and after a meal, space for kids to run around, easy parking, a rural getaway). 6.I Create a separate website for your restaurant. 7.Be sure your restaurant is listed in the local tourist & travel guides. 8.A great way to keep both your staff and customers excited is to offer menus that are seasonal and that are changed regularly. Continue reading to see 20 more strategies to increase your restaurant business...https://keystonehospitalitydevelopment.com/KHDC166⇒ And don’t forget to join the “6 Day Challenge” here:RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorialshttps://courses.keystonehospitalitydevelopment.com/Keystone HDC Post DownloadsWe add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Join our community in “The Hospitality Property School Group” – Check it Out for One Full Week for Only $1https://keystonehospitalitydevelopment.com/membership-siteSay hi on social:Facebook:https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-development/Listen to The Hospitality Property School Podcast here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/oEyeaCOTx0gHospitality Property School is a division of Keystone HDC

10 MIN1 w ago
Comments
28 Ways to Increase Your Restaurant Business | Ep. #166

Employee Turnover at Your Property is Expensive | Ep. #165

Employee turnover is costing you money. Here is what you need to do to stop losing great employees and throwing money out the window.Turnover rates in the hospitality industry have grown in past years, in some sectors up to 70% and this includes the hospitality property sector.Turnover can impact everything from staff morale to a property’s ability to deliver consistent guest experiences, to budget and overall profit margins. While there are many factors that contribute to an employee’s decision to leave, it’s up to properties owners and managers to take corrective action. Research has shown that owners, managers and executives polled believe an improved employee experience is important, only 22% reported that their properties excel in making this a priority.What can you do in making a happier, more engaged team? I’ll look at three strategies that have shown to immediately improve your employee's experience, productivity, and a brand’s bottom line.•Connect with your employees the right way•Empower employees with meaningful feedback•Show the benefits of automation Connect with Your Employees the Right WayOne of the most damaging bi-products of turnover is employee detachment.If employees are not invested in a hospitality properties mission and brand, they can’t provide a memorable experience. They need the right tools to remain involved and to feel empowered to do what they do best.On average, only 3 in 10 hospitality industry employees feel they have the right tools to be productive. But with the right investment, if you double your employee count to 6 in 10, you could easily realize a 27% increase in overall employee work quality and an 11% increase in profitability. An investment in the right tools would pay for itself in no time.To establish what’s most valuable to your employee in their daily lives, you need an effective feedback loop.1.Your employees need to believe their job has purpose and value and to do this you have to provide a genuine and relatable explanation about the importance of your company goals. 2.You have to get to know your employees and learn their pain points. Give them a chance to voice what they believe the solutions are. They might have the solutions.3.Study and document in your operations manual, each job on your property, so you can find benchmarks to measure against.4.Observe your property’s top-performing employees and leverage their talent and insight into your training. Ask them to help you develop best practices you can immediately apply.5.From there, research and invest in the right tools and materials that would be most effective in raising each benchmark you identify.What is the next step?Repeat steps 1 – 5.If you can maintain this cycle, your employees will be happier and feel motivated to put forth their best efforts for you. Continue reading to see the other two strategies…https://keystonehospitalitydevelopment.com/KHDC165⇒ And don’t forget to join the “6 Day Challenge” here:https://keystonehospitalitydevelopment.com/6-day-challenge-log-in-here/RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorialshttps://courses.keystonehospitalitydevelopment.com/Keystone HDC Post DownloadsWe add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Join our community in “The Hospitality Property...

9 MIN2 w ago
Comments
Employee Turnover at Your Property is Expensive | Ep. #165

Coping with Stress as a Property Owner | Ep. #164

Operating a hospitality property can be fun, fulfilling, rewarding and stressful. I am going to share with you symptoms of stress and what you can do about them.Let me ask you a couple of questions. •Are you feeling stressed? •Does it look like there are constant obstructions in your way?•Does it seem like you have so much to do that you can’t keep them straight?•Do you feel like some insane existence is sabotaging you by preventing your progress?In this podcast, I am going to share some things to look for. Before I start I want to encourage anyone who is feeling extremely stressed to check with their doctor. What is it like when you feel stressed? You can’t keep your thoughts together, every problem is huge, and you feel overwhelmed, anxious and have trouble sleeping. You might feel like you have the weight of the world on your shoulders. Being stressed can affect you deeply in both mind and emotion. There is a really good chance that you would be hard-pressed to find someone in your life — including you — that wouldn’t say they’re stressed about something. And while stress can sometimes be good — it can help you conquer fears or motivate you to get something done — when you’re constantly in a state of tension and anxiety, it can affect your body’s physical and emotional state. I will look at 7 symptoms of stress and what you can do about them. 1. You’re constantly sick It seems like every week you’ve felt sick. Are you continually have a cough, sore throat or a fever, you might want to blame your workload and not just your sneezing co-worker. When we are under extreme pressure, our bodies secrete a stress hormone called cortisol that can help us short-term, but if you’re stressed out constantly, these hormones aren’t as helpful and can become depleted over time. Cortisol and other hormones are components of the immune system and though they help the body cope with stress, when these hormones are withdrawn, we become more susceptible to sickness.Stress can also slow wound healing, contribute to the reactivation of latent viruses, and increase vulnerability to viral infections.What you should do: Allow your body the time it needs to recover. Listen to your body when you feel tired or drained and make time for rest and extra sleep. Continue reading to see six more symptoms of stress and what you can do about them...https://keystonehospitalitydevelopment.com/KHDC164⇒ And don’t forget to join the “6 Day Challenge” here:https://keystonehospitalitydevelopment.com/6-day-challenge-log-in-here/RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorialshttps://courses.keystonehospitalitydevelopment.com/Keystone HDC Post DownloadsWe add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Join our community in “The Hospitality Property School Group” – Check it Out for One Full Week for Only $1https://keystonehospitalitydevelopment.com/membership-siteRESOURCES & LINKS MENTIONED IN THIS EPISODE:Keystone HDC Post Downloads We add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Say hi on social:Facebook:https://www.facebook.com/KeystoneHDCTwitter:

11 MIN3 w ago
Comments
Coping with Stress as a Property Owner | Ep. #164

Video Content Marketing - For My Hospitality Property | Ep. #163

The future of video marketing is here and if you are not using it in your marketing strategy, you’re losing bookings. If you own or manage a hotel, resort, inn or bed & breakfast, stay with me to find out why you need video and how you can get your own.Welcome to another edition of hospitality property school. I am your instructor, Gerry MacPherson.Today, I am going to talk about Video and Your Hospitality Property.Okay, I want you to use your imagination. Imagine you want to get away, to unwind, to a hotel, resort, inn or bed & breakfast.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? According to statisticbrain.com hotel bookings (2012)Per cent of all travel reservations made on the internet 57 %Per cent of same-day hotel reservations made from a smartphone 65 % And these numbers are only going up.Do you think many hospitality property owners realize how much money they are losing by not showing their properties in the best light possible?If you can’t wait until the end and are wondering how you can get your own videos for your property and save, visit https://www.KeystoneHospitalityDevelopment.com/MyPropertyVideos Why do you think many hospitality property owners end up in this situation?Based on experience, I have a few thoughts.I’m going to give you 10 more reasons you need video marketing and how to do it…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY CONSULTING:https://keystonehospitalitydevelopment.com/KHDC163Find out how to get your own videos herehttps://video.keystonehospitalitydevelopment.com..⇒ And don’t forget to join the “6 Day Challenge” here:https://keystonehospitalitydevelopment.com/6-day-challenge-log-in-here/RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorials

23 MINSEP 24
Comments
Video Content Marketing - For My Hospitality Property | Ep. #163

How to Handle Customer Complaints in Hospitality | Ep. #162

Have you ever had a guest standing in front of you complaining and not sure how to handle it?I’m going to share with you the type of quests that make them and 18 of the most common complaints.We all have our own personalities, motivations and quirks. The same can be said for the unhappy person standing in front of you and if you can determine the type of person that is, the chances of you handling the complaint successfully will increase dramatically.Another reason it is important to handle complaints effectively is that it is easier and less expensive to win back the customer that had a negative experience then try to attract new customers.•Up to 95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner.•Resolve a complaint in the customer’s favour and they will do business with you again 70% of the time.Now keep in mind, you won’t be able to satisfy every unhappy customer who contacts you, but the financial returns to you...

13 MINSEP 17
Comments
How to Handle Customer Complaints in Hospitality | Ep. #162

How to Get Referrals for My Hospitality Property | Ep. #161

Asking for referrals can be hard! I’m going to share how to make it not only easier but a natural part of your life as a hotelier/innkeeper.As an independent hotel, resort, inn or bed and breakfast, a very effective way to grow your business is through referrals. Unfortunately, referrals do not happen effortlessly. Yes, you might get the odd referral, but if you want your business to grow you have to both earn and ask for them. Let's begin by talking about how you can earn great referrals from your guests. "You can start by giving them an experience they will remember, you want to WOW your guests" Here some ways you can amaze or wow your guests: 1. Show your interest by really listening to them Ask the right questions during the check-in, in your restaurant, at the bar and listen to the answers but don't make it obvious. Why? All these answers can be recorded in your guest's profile to be used later. 2. Have the Appropriate Software System Ensure your guests 2nd, 3rd or 100th visit...

7 MINSEP 10
Comments
How to Get Referrals for My Hospitality Property | Ep. #161

Surveys and Questionnaires – For Hospitality Properties | Ep. #160

Hotel Customer Questionnaire and Surveys | Ep. #160"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 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 compa...

5 MINSEP 3
Comments
Surveys and Questionnaires – For Hospitality Properties | Ep. #160

How Do I Create a Mailing List for My Property? | Ep. #159

Would you like the ability to tell everyone every day, week, month, who checks out your property how great you are?You can do this and I’m going to explain how.I am going to be talking about emails and guest list building. I have heard independent hotel, resort, inn and bed & breakfast owners say "I'm just a small property owner, not an international internet marketer, why would I need an email list?" The usage of the internet, tablets and smartphones is the norm for most people and for you to be successful as or more successful than your competitors, you have to be online, in front of your customers. You may be active in the world of online marketing, and email and guest list building is an aspect that you should be utilized to increase business and your online presence. I have mentioned many times before, it is imperative to build trust and establish a relationship with your customers. People typically choose businesses and in your case, return to properties they feel they can tr...

5 MINAUG 27
Comments
How Do I Create a Mailing List for My Property? | Ep. #159

Online Reputation Management for Your Property | Ep. #158,

You’re losing money if you have a bad online presence.In this post, I will share just how important your online presence is and how a good one can be the difference between a hugely successful property and one that is struggling. I will be looking at;•Internet and the hospitality property industry•Why Does ORM Matter?•Online Reputation Management Best Practices•Can You Do Online Reputation Management Yourself?

13 MINAUG 20
Comments
Online Reputation Management for Your Property | Ep. #158,

Latest Episodes

Property Management System – What You Need! | Ep. #167

Are you utilizing a Property Management System? If not, you’re costing yourself time and money.I have been getting questions lately about choosing the right PMS or Property Management Systems and I felt it was time to replay a very popular episode I recorded last year on this topic.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 and I will share four more features you should consider when making your selection…https://keystonehospitalitydevelopment.com/KHDC167⇒ And don’t forget to join the “6 Day Challenge” here:https://keystonehospitalitydevelopment.com/6-day-challenge-log-in-here/RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorialshttps://courses.keystonehospitalitydevelopment.com/Keystone HDC Post DownloadsWe add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Join our community in “The Hospitality Property School Group” – Check it Out for One Full Week for Only $1https://keystonehospitalitydevelopment.com/membership-siteSay hi on social:Facebook: https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-development/Listen to The Hospitality Property School Podcast here:https://keystonehospitalitydevelopment.com/itunes-podcast

7 MIN1 d ago
Comments
Property Management System – What You Need! | Ep. #167

28 Ways to Increase Your Restaurant Business | Ep. #166

Do you have a restaurant on your property? Is it bringing in an extra stream of revenue? If no, why not? I am going to share how you can increase your restaurants potential.If you have a restaurant and you’re only catering to your hotel guests, then you’re leaving money on the table. You might believe you have a very good restaurant, in fact, you might believe you have a great restaurant but without good local patronage how would you know for sure. Hotel restaurants are normally not on the radar of potential customers were looking for a place to eat. Traditionally, hotel restaurants have a difficult time attracting locals. So what can you do to improve your chances? I’m going to share some ideas that have worked with many hospitality properties. 1.Consider trying a new name, identity and theme for your restaurant, and promote it to the local market separately from the hotel. 2.Use social media and the local press to market your restaurant. You can contact journalists from local publications and invite them for a meal on the house in return for a review. 3.Set up a competition in the local press and online, with a prize of a meal for four with wine. The contest will cost very little and if done right can be very effective. 4.Offer a choice of menus; for families and vegetarian options. 5.Highlight what makes you stand apart from your competitors, other restaurants. (Is it better service, bar and lounge areas to relax before and after a meal, space for kids to run around, easy parking, a rural getaway). 6.I Create a separate website for your restaurant. 7.Be sure your restaurant is listed in the local tourist & travel guides. 8.A great way to keep both your staff and customers excited is to offer menus that are seasonal and that are changed regularly. Continue reading to see 20 more strategies to increase your restaurant business...https://keystonehospitalitydevelopment.com/KHDC166⇒ And don’t forget to join the “6 Day Challenge” here:RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorialshttps://courses.keystonehospitalitydevelopment.com/Keystone HDC Post DownloadsWe add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Join our community in “The Hospitality Property School Group” – Check it Out for One Full Week for Only $1https://keystonehospitalitydevelopment.com/membership-siteSay hi on social:Facebook:https://www.facebook.com/KeystoneHDCTwitter: https://twitter.com/KeystoneHDCLinkedin: https://www.linkedin.com/company/keystone-hospitality-development/Listen to The Hospitality Property School Podcast here:https://keystonehospitalitydevelopment.com/itunes-podcasthttps://www.spreaker.com/keystonehdcYouTubehttps://youtu.be/oEyeaCOTx0gHospitality Property School is a division of Keystone HDC

10 MIN1 w ago
Comments
28 Ways to Increase Your Restaurant Business | Ep. #166

Employee Turnover at Your Property is Expensive | Ep. #165

Employee turnover is costing you money. Here is what you need to do to stop losing great employees and throwing money out the window.Turnover rates in the hospitality industry have grown in past years, in some sectors up to 70% and this includes the hospitality property sector.Turnover can impact everything from staff morale to a property’s ability to deliver consistent guest experiences, to budget and overall profit margins. While there are many factors that contribute to an employee’s decision to leave, it’s up to properties owners and managers to take corrective action. Research has shown that owners, managers and executives polled believe an improved employee experience is important, only 22% reported that their properties excel in making this a priority.What can you do in making a happier, more engaged team? I’ll look at three strategies that have shown to immediately improve your employee's experience, productivity, and a brand’s bottom line.•Connect with your employees the right way•Empower employees with meaningful feedback•Show the benefits of automation Connect with Your Employees the Right WayOne of the most damaging bi-products of turnover is employee detachment.If employees are not invested in a hospitality properties mission and brand, they can’t provide a memorable experience. They need the right tools to remain involved and to feel empowered to do what they do best.On average, only 3 in 10 hospitality industry employees feel they have the right tools to be productive. But with the right investment, if you double your employee count to 6 in 10, you could easily realize a 27% increase in overall employee work quality and an 11% increase in profitability. An investment in the right tools would pay for itself in no time.To establish what’s most valuable to your employee in their daily lives, you need an effective feedback loop.1.Your employees need to believe their job has purpose and value and to do this you have to provide a genuine and relatable explanation about the importance of your company goals. 2.You have to get to know your employees and learn their pain points. Give them a chance to voice what they believe the solutions are. They might have the solutions.3.Study and document in your operations manual, each job on your property, so you can find benchmarks to measure against.4.Observe your property’s top-performing employees and leverage their talent and insight into your training. Ask them to help you develop best practices you can immediately apply.5.From there, research and invest in the right tools and materials that would be most effective in raising each benchmark you identify.What is the next step?Repeat steps 1 – 5.If you can maintain this cycle, your employees will be happier and feel motivated to put forth their best efforts for you. Continue reading to see the other two strategies…https://keystonehospitalitydevelopment.com/KHDC165⇒ And don’t forget to join the “6 Day Challenge” here:https://keystonehospitalitydevelopment.com/6-day-challenge-log-in-here/RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorialshttps://courses.keystonehospitalitydevelopment.com/Keystone HDC Post DownloadsWe add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Join our community in “The Hospitality Property...

9 MIN2 w ago
Comments
Employee Turnover at Your Property is Expensive | Ep. #165

Coping with Stress as a Property Owner | Ep. #164

Operating a hospitality property can be fun, fulfilling, rewarding and stressful. I am going to share with you symptoms of stress and what you can do about them.Let me ask you a couple of questions. •Are you feeling stressed? •Does it look like there are constant obstructions in your way?•Does it seem like you have so much to do that you can’t keep them straight?•Do you feel like some insane existence is sabotaging you by preventing your progress?In this podcast, I am going to share some things to look for. Before I start I want to encourage anyone who is feeling extremely stressed to check with their doctor. What is it like when you feel stressed? You can’t keep your thoughts together, every problem is huge, and you feel overwhelmed, anxious and have trouble sleeping. You might feel like you have the weight of the world on your shoulders. Being stressed can affect you deeply in both mind and emotion. There is a really good chance that you would be hard-pressed to find someone in your life — including you — that wouldn’t say they’re stressed about something. And while stress can sometimes be good — it can help you conquer fears or motivate you to get something done — when you’re constantly in a state of tension and anxiety, it can affect your body’s physical and emotional state. I will look at 7 symptoms of stress and what you can do about them. 1. You’re constantly sick It seems like every week you’ve felt sick. Are you continually have a cough, sore throat or a fever, you might want to blame your workload and not just your sneezing co-worker. When we are under extreme pressure, our bodies secrete a stress hormone called cortisol that can help us short-term, but if you’re stressed out constantly, these hormones aren’t as helpful and can become depleted over time. Cortisol and other hormones are components of the immune system and though they help the body cope with stress, when these hormones are withdrawn, we become more susceptible to sickness.Stress can also slow wound healing, contribute to the reactivation of latent viruses, and increase vulnerability to viral infections.What you should do: Allow your body the time it needs to recover. Listen to your body when you feel tired or drained and make time for rest and extra sleep. Continue reading to see six more symptoms of stress and what you can do about them...https://keystonehospitalitydevelopment.com/KHDC164⇒ And don’t forget to join the “6 Day Challenge” here:https://keystonehospitalitydevelopment.com/6-day-challenge-log-in-here/RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorialshttps://courses.keystonehospitalitydevelopment.com/Keystone HDC Post DownloadsWe add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Join our community in “The Hospitality Property School Group” – Check it Out for One Full Week for Only $1https://keystonehospitalitydevelopment.com/membership-siteRESOURCES & LINKS MENTIONED IN THIS EPISODE:Keystone HDC Post Downloads We add to them every month.https://KeystoneHospitalityDevelopment.com/KHDC140Say hi on social:Facebook:https://www.facebook.com/KeystoneHDCTwitter:

11 MIN3 w ago
Comments
Coping with Stress as a Property Owner | Ep. #164

Video Content Marketing - For My Hospitality Property | Ep. #163

The future of video marketing is here and if you are not using it in your marketing strategy, you’re losing bookings. If you own or manage a hotel, resort, inn or bed & breakfast, stay with me to find out why you need video and how you can get your own.Welcome to another edition of hospitality property school. I am your instructor, Gerry MacPherson.Today, I am going to talk about Video and Your Hospitality Property.Okay, I want you to use your imagination. Imagine you want to get away, to unwind, to a hotel, resort, inn or bed & breakfast.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? According to statisticbrain.com hotel bookings (2012)Per cent of all travel reservations made on the internet 57 %Per cent of same-day hotel reservations made from a smartphone 65 % And these numbers are only going up.Do you think many hospitality property owners realize how much money they are losing by not showing their properties in the best light possible?If you can’t wait until the end and are wondering how you can get your own videos for your property and save, visit https://www.KeystoneHospitalityDevelopment.com/MyPropertyVideos Why do you think many hospitality property owners end up in this situation?Based on experience, I have a few thoughts.I’m going to give you 10 more reasons you need video marketing and how to do it…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY CONSULTING:https://keystonehospitalitydevelopment.com/KHDC163Find out how to get your own videos herehttps://video.keystonehospitalitydevelopment.com..⇒ And don’t forget to join the “6 Day Challenge” here:https://keystonehospitalitydevelopment.com/6-day-challenge-log-in-here/RESOURCES & LINKS MENTIONED IN THIS EPISODE:The Keystone HDC Training Tutorials

23 MINSEP 24
Comments
Video Content Marketing - For My Hospitality Property | Ep. #163

How to Handle Customer Complaints in Hospitality | Ep. #162

Have you ever had a guest standing in front of you complaining and not sure how to handle it?I’m going to share with you the type of quests that make them and 18 of the most common complaints.We all have our own personalities, motivations and quirks. The same can be said for the unhappy person standing in front of you and if you can determine the type of person that is, the chances of you handling the complaint successfully will increase dramatically.Another reason it is important to handle complaints effectively is that it is easier and less expensive to win back the customer that had a negative experience then try to attract new customers.•Up to 95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner.•Resolve a complaint in the customer’s favour and they will do business with you again 70% of the time.Now keep in mind, you won’t be able to satisfy every unhappy customer who contacts you, but the financial returns to you...

13 MINSEP 17
Comments
How to Handle Customer Complaints in Hospitality | Ep. #162

How to Get Referrals for My Hospitality Property | Ep. #161

Asking for referrals can be hard! I’m going to share how to make it not only easier but a natural part of your life as a hotelier/innkeeper.As an independent hotel, resort, inn or bed and breakfast, a very effective way to grow your business is through referrals. Unfortunately, referrals do not happen effortlessly. Yes, you might get the odd referral, but if you want your business to grow you have to both earn and ask for them. Let's begin by talking about how you can earn great referrals from your guests. "You can start by giving them an experience they will remember, you want to WOW your guests" Here some ways you can amaze or wow your guests: 1. Show your interest by really listening to them Ask the right questions during the check-in, in your restaurant, at the bar and listen to the answers but don't make it obvious. Why? All these answers can be recorded in your guest's profile to be used later. 2. Have the Appropriate Software System Ensure your guests 2nd, 3rd or 100th visit...

7 MINSEP 10
Comments
How to Get Referrals for My Hospitality Property | Ep. #161

Surveys and Questionnaires – For Hospitality Properties | Ep. #160

Hotel Customer Questionnaire and Surveys | Ep. #160"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 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 compa...

5 MINSEP 3
Comments
Surveys and Questionnaires – For Hospitality Properties | Ep. #160

How Do I Create a Mailing List for My Property? | Ep. #159

Would you like the ability to tell everyone every day, week, month, who checks out your property how great you are?You can do this and I’m going to explain how.I am going to be talking about emails and guest list building. I have heard independent hotel, resort, inn and bed & breakfast owners say "I'm just a small property owner, not an international internet marketer, why would I need an email list?" The usage of the internet, tablets and smartphones is the norm for most people and for you to be successful as or more successful than your competitors, you have to be online, in front of your customers. You may be active in the world of online marketing, and email and guest list building is an aspect that you should be utilized to increase business and your online presence. I have mentioned many times before, it is imperative to build trust and establish a relationship with your customers. People typically choose businesses and in your case, return to properties they feel they can tr...

5 MINAUG 27
Comments
How Do I Create a Mailing List for My Property? | Ep. #159

Online Reputation Management for Your Property | Ep. #158,

You’re losing money if you have a bad online presence.In this post, I will share just how important your online presence is and how a good one can be the difference between a hugely successful property and one that is struggling. I will be looking at;•Internet and the hospitality property industry•Why Does ORM Matter?•Online Reputation Management Best Practices•Can You Do Online Reputation Management Yourself?

13 MINAUG 20
Comments
Online Reputation Management for Your Property | Ep. #158,