Episodes
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 the Atlanta office of Fisher Phillips. She also shares advice on how to deal with the conflicti...
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. ALICE is a hotel technology platform that connects your entire team for task management, communicat...
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 hospitality industry today, getting your revenue strategy in order is more than worth the effort. ...
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 Silicon Valley, joins us to talk about what hotel owners, GM’s along with Sales and Marketing pr...
#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 Southern California about cleaning during these times of COVID-19. With cleanliness and sanitat...
#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 service delivery in this new age of social distancing and how returning to the fundamentals of a...
#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 subject can be a huge challenge for businesses, with many not knowing where to start or how to clea...
#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 internal culture of support and training, the importance of self-driven professional development...
#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, The Hotel Financial Coach, takes us through the details of financial leadership, the importance ...
#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 level is something that most businesses strive for but most don’t know how or where to start when ...
#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 of the other countless platforms out there, understanding how your customers interact with and e...
#7: How To Inspect for Cleanliness
Cleanliness is arguably the most important aspect of running a successful hotel or restaurant - Beautiful properties can be hugely diminished if they’re dirty and the reverse is true… older, unrenovated properties can be enha...
#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 communication throughout your operation. Highlights from the episode: - There is a “guest first” m...
#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 the show: 1. 5/10 rule 2. Ending employee conversations when guests are present 3. Acknowledging g...
#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 episode we discuss how to respond to those requests and why never saying no without offering an altern...
#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 to this part of the day. https://knowinghospitality.com
#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 to get it back on track. https://knowinghospitality.com
#1: Service vs. Hospitality
Our first official episode covers the foundation of all well run hospitality operations. They understand the difference between service and hospitality. http://www.knowinghospitality.com/
#0: Who We Are
Our “origin story” episode discussing who we are and why we’re here. Proven Principles is a hospitality operations consulting company and our podcast aims to deconstruct the best practices of the luxury hotel industry to help...
The Proven Principles Podcast
There’s one thing that remains true in the hospitality industry - it’s getting bigger and more complicated everyday. Well, the Proven Principles Podcast is here to help. The show aims to demystify the inner workings of the h...