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The Hospitality Academy Podcast

Learn from trusted colleagues in the industry!

Each episode focuses on a specific challenge and shares best practices for making your life as hospitality professional just a little easier.

022: Guest Service Training In a Social Media Era, with Doug Kennedy

Today more than ever customer service training is crucial to the success of any hotel, motel or other hospitality establishment. In an era of viral videos and online rating reviews, every guest can be someone who will sing your praises to thousands or create your worst nightmare. Here to help navigate these waters is Doug…

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021: Rising to the Top of the Hotel Industry with Philippe Leboeuf

On one of the recent episodes of Hospitality Academy Conor Kenny spoke about his book, Dancing At The Fountain and the seven hoteliers he interviewed and learned from to write it. Today I’m excited and honored to bring you one of those seven: Mr. Philippe Leboeuf. Philipe is the General Manager of the Mandarin Oriental,…

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020: Handling Difficult Customers, with Michelle Mitchell

You’ve heard the expression: “The customer is always right.” But is that actually true in hospitality? And even if they aren’t always right can you still satisfy them and make them happy? Joining us to answer those questions, and more, is Michelle Mitchell of IHG. She is the customer experience manager for IHG’s customer relations…

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