hospitality training
Gary Hernbroth Celebrates Release of New Book “Twist the Familiar”
Gary Hernbroth | October 1, 2024
Released on July 2, 2024, Twist the Familiar is chock full of curated stories that work as coaching lessons to help readers build their own playbook for success. It is designed to be a transformative resource for today's success-oriented business leaders, sales professionals, entrepreneurs, or anyone who wants a boost to find that extra gear. This book weaves diverse experiences of ordinary people doing extraordinary things by twisting the familiar - creating authentic success and standing out from the crowd. These colorful chapters include a collection of Gary’s experiences plus many others who also have stories to tell in a variety of ...
How To Implement a Front Desk Upsell Program That Outperforms Your Prearrival Email Campaign
Doug Kennedy | August 22, 2024
Despite what digital marketing and tech providers may say, I believe upselling can best be accomplished when warm, welcoming, front desk colleagues have authentic, human conversations. That’s not to say that pre-arrival emails that market upsell options in advance do not serve a role, because they do. For one, whatever upselling revenue they produce is a plus, especially since it is automatically generated. Also, pre-arrival emails tee-up a conversation-starting question that a well-trained receptionist can use to open the door. The challenge is that these days, guests who book travel in advance are inundated with pre-arrival emails explai...
The Culinary Academy of Las Vegas and Amadeus Join Forces to Expand Hospitality Employment and Job Training
AMADEUS | August 1, 2024
The Culinary Academy of Las Vegas and Amadeus, together with the Culinary Union are pleased to announce a first-of-its-kind partnership between the Culinary Academy of Las Vegas and Amadeus to support the continued post-pandemic recovery of the hotel industry and to connect hospitality workers with good union jobs and on-the-job training. The Culinary Academy of Las Vegas will add Amadeus’ HotSOS Housekeeping software solution to its training curriculum to provide job training to youth, adults, and displaced workers. This new partnership is the result of work by researchers from five universities who study the implementation of technology ...
5 Ways Learning Management Systems Embedded in Your PMS Help Jump-Start Onboarding
Warren Dehan | April 23, 2024
Hoteliers planning on new hires and seasonal hires must focus on shorter lessons, interactive experiences, and providing accessible learning tools to workers By Warren Dehan Independent hoteliers are looking for impactful ways to train tomorrow’s workers – and fast. Hotel leaders must find ways to shorten training time and improve worker decision-making, starting with how they interface with on-property technology. The hotel property-management system typically has the most significant learning curve for new hotel workers, and it’s up to PMS developers to design systems that help new employees easily acclimate to their property’...
Overcoming the Huge Disconnect Between Service Mottos and What Guests Actually Experience
Doug Kennedy | February 12, 2024
By Doug Kennedy I have always been a huge fan of articles written by Alan Young, CEO of Puzzle Partner, but I was super happy to read his most recent article entitled Has the ‘New’ Service Culture Become the ‘No’ Service Culture? In this publication. I definitely suggest that my readers click and read the full article wherein Alan calls out and challenges major, iconic brands to live up to their lofty company mottos and read his pointed questions to them. His work has inspired me to write more about the disconnect between brand messaging and operational delivery, along with discussion questions for your next leadership meetin...
AHLA Foundation Receives Grant From Conrad N. Hilton Foundation to Advance Opportunity Youth Into Hospitality Industry
AHLA | November 6, 2023
Through the Empowering Youth Program, AHLA Foundation aims to bridge the hiring gap in the hotel sector WASHINGTON, DC (November 6, 2023) – AHLA Foundation, the charitable arm of the American Hotel and Lodging Association (AHLA), has received a $605,000 grant from the Conrad N. Hilton Foundation to support its Empowering Youth Program (EYP) over two years. The primary goal of EYP is to address the critical workforce shortage in the U.S. hotel and lodging industry by promoting equitable hiring practices and training untapped talent, including Opportunity Youth (age 16-24 and currently not in school or employed) and other priorit...
High Turnover in the Hospitality Industry: A Result of Neglected Training
Anne-Céline Depierraz | October 11, 2023
By Anne-Céline Depierraz In the hospitality industry, providing excellent service is crucial to success. However, achieving this goal is not easy, as the industry is complex and requires a high level of dedication and skill. One of the most significant challenges faced by hospitality businesses is high staff turnover rates. The average 2021 turnover rate in the USA in the leisure and hospitality industry was 84.9% compared to the overall rate of 47.2% nationally. This trend has been a longstanding challenge for hospitality businesses, but what is causing it? One important answer to consider is: neglected training. When employees are...
Missionize Your Mission Statement
Doug Kennedy | August 23, 2023
By Doug Kennedy Turn your mission statement into meaningful daily actions that touch the hearts and minds of both staff and guests. For decades now, it has been fashionable for companies from all industries to craft a mission statement to not only summarize its purpose, but also to give work more purpose. Over the years, the original concept has evolved into creating “values” or “vision” statements. In my job as a hospitality industry trainer, I familiarize myself with what each client’s company culture involves, among other things, and determine what, if any, statement of mission, values, or vision they have in place. As one m...
