Hospitality Property School

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 det

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

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 g

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-

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, w

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 t

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 pro

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 hosp

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 hospita

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

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 av

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

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-

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 r

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 thousand

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

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 chang

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 comp

Are you happy if your hotel, resort, inn or bed and breakfast are doing so-so?A sure-fire way to help your business grow is to train your employees and I’m going to show you how.Training can improve employee morale, business performance, help increase your profits and if you have a properly organized system, you can find the time and I don’t mean just when they are hired, it has to be ongoing.Let me ask you something. “Do you have a small property, just a couple of employees but you seem to be doing most of the work?” or “Do you have a property running on a shoestring budget, with limited employees that are overworked?” or “Are you so busy that you cannot find the time to think about additional training for your employees?” or “Do you have high turnover?” If you have answered “yes” to any of these questions, there is no doubt in my mind you’re throwing money out the window and over the years have probably lost some excellent employees. You might be thinking these questions. “Why would I want to take on t