Videos

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 elevating their service levels. This show gets in to the weeds and pulls…

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 experience your business and how you respond is vital to your success. This is…

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 enhanced if they are kept sparkling clean - Cleanliness accounts for an overwhelmingly large portion of…

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” mentality throughout the property - High levels of teamwork between departments - Good…

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 guests when you pass them in the hall 4. Opening doors 5. Walking…

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 alternative will set you and your team up for…

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.

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.

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

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 you improve your hospitality business operation.