Episodes

Sept. 30, 2020

The Business of Cleaning During a Pandemic: David Grossman, Renue Sys…

This episode takes a look behind the scenes of a department that’s typically behind the scenes. Until the pandemic affected every…

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Sept. 23, 2020

The Destinationaire Award and What Hotels Can Learn From Vacation Ren…

Crossover podcasts are becoming a thing - here’s our latest with Wil Slickers host of Slick Talk: The Hospitality Podcast , co-fo…

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Sept. 16, 2020

Creating Memorable and Profitable Customer Journeys: Antonio Pibia, G…

The COVID-19 environment has been a difficult time to work in front line customer service positions. So much of service delivery …

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Aug. 26, 2020

Operations Strategy and Running a Successful Restaurant: Shaun de Vri…

This is a different format from previous episodes. Shaun de Vries, founder of Open Pantry Consulting and host of the Open Pantry …

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Aug. 21, 2020

Hotel Strategy, Performance Hacking and Growing Your Business: Michae…

The founders of Hotel Strategy Co , Michael Harper and Andreas Palmqvist, wrote a great article about Hotel Performance Hacking i…

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Aug. 5, 2020

COVID, the Law, PPE and Mandating Masks: Myra Creighton, Fisher Phill…

On this episode we discuss the current debate and legal climate on mandating mask usage in hotels with Myra Creighton, Partner at…

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July 15, 2020

Leveraging Hotel Technology to Improve Operations: Alex Shashou, ALICE

On this episode we discuss using technology to improve hotel operations with Alex Shashou, Co-Founder and President of ALICE. ALI…

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June 24, 2020

Modern Revenue Management: Parul Suri

We’re talking revenue management on this episode. More specifically, modern revenue management. With all of the changes in the ho…

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June 17, 2020

Getting Your Hotel Marketing Message Above the Noise: Josh Hogan

On this episode Josh Hogan, Principal at Hey, Hogan… a hotel sales, marketing and revenue management consulting company based in …

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June 4, 2020

#14: Casey Pearce - On Commercial Cleaning in the Times of COVID-19

On this episode we talk to Casey Pearce, President of Contract Services Group , a commercial janitorial services company based in…

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May 28, 2020

#13: Clarence McLeod - On Service Fundamentals For The New Normal

On this episode Clarence McLeod, Director, Customer Experience at Silver Lining Marketing joins us to talk about how to navigate …

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May 13, 2020

#12: Elizabeth Baizer Raines - On Branding and Creating (or Clarifyin…

On this episode we talk to Elizabeth Raines, Creative Director at EBR Graphic Design about branding. This often misunderstood sub…

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May 13, 2020

#11: Theresa Ito - On Leadership and Building a Culture of Training a…

In this fantastic and info packed episode with Theresa Ito, Principal at Blue Mountain Solutions shares how to create a thriving …

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May 13, 2020

#10: David Lund - On Financial Leadership and the Career Benefits of …

Financial acumen and financial leadership are critical to anyone trying to advance in their career. On this episode, David Lund, …

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May 13, 2020

#9: How To Train Employees For Emotionally Engaging Service

Whether it’s to drive customer loyalty, increase sales or improve online reviews, connecting with customers on a more personal le…

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May 13, 2020

#8: Online Review Strategy

On this episode we discuss why you need a customer review strategy. Be it TripAdvisor, Google Reviews, Yelp, OTA reviews, or any …

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May 13, 2020

#7: How To Inspect for Cleanliness

Cleanliness is arguably the most important aspect of running a successful hotel or restaurant - Beautiful properties can be hugel…

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May 13, 2020

#6: Why a Common Goal is Important

On this episode we discuss how and why it’s important to have everyone contributing to the same goal and how to develop better co…

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May 13, 2020

#5: 10 Tips To Immediately Improve Service

On this episode we share 10 simple practices that you can use right away to improve service in your operation. Highlights from th…

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May 13, 2020

#4: Handling Difficult Customer Requests

Customers will make requests that are difficult to accommodate but there is a right way and a wrong way to say no. In this episod…

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May 13, 2020

#3: How To Have Effective Preshift Meetings

The first five minutes are the most important part of anyone’s shift. We discuss why you should put a lot of care and attention t…

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May 13, 2020

#2: How To Improve Consistency

If your operation is struggling with consistency or if things keep falling through the cracks, job checklists are the surest way …

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May 13, 2020

#1: Service vs. Hospitality

Our first official episode covers the foundation of all well run hospitality operations. They understand the difference between s…

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May 13, 2020

#0: Who We Are

Our “origin story” episode discussing who we are and why we’re here. Proven Principles is a hospitality operations consulting com…

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