Episodes
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…
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…
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 …
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 …
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…
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…
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…
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…
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 …
#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…
#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 …
#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…
#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 …
#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, …
#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…
#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 …
#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…
#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…
#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…
#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…
#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…
#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 …
#1: Service vs. Hospitality
Our first official episode covers the foundation of all well run hospitality operations. They understand the difference between s…
#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…