CUSTOMER SERVICE & CX
101 | Service Recovery – Be the Hero with Susan Pannozzo
CUSTOMER SERVICE & CX
Susan Pannozzo, CHA, CHT brings over 30 years of experience to the hospitality industry. She started her career as a Guest Service Representative, working her way up through multiple departments to eventually the role of General Manager. After 14 years in hotel operations, Susan joined the corporate office of IHG in 2000 as Quality Consultant, later transitioning to the IHG Training Department where she managed the quality and service training programs for the Americas Region up until February of 2017.
Susan has now founded her own Hospitality Training and Consulting company, Hospitality Academy, where she also hosts the Hospitality Academy Podcast. Her expertise includes guest engagement, service recovery, quality assurance, rooms division management, and team member development. Susan holds accreditation from the American Hotel & Lodging Association as a Certified Hotel Administrator (CHA) as well as a Certified Hospitality Trainer (CHT).
In This Episode, We Talk About
- Susan’s background, the vision behind her company, and why she decided to start a podcast.
- The different types of training, how it has evolved over the years, and how she plans to use her years of training experience to help hospitality professionals be more successful.
- Service recovery, why it’s important, and how choosing to be the hero can turn a negative experience into a lifetime fan.
Resources & Links
Susan Pannozzo
Hospitality Academy
9426 Equus Cir.
Boynton Beach, FL 33472
CUSTOMER SERVICE & CX
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346 | Repositioning For Recovery: Hotel conversions to outpace new builds
Lodging Econometrics has tracked the hotel industry since 1998. Its global database includes new-hotel pipelines as well as renovations and brand conversions. Hotel franchisers once eager to launch new brands are focused on converting existing hotels because it’s a faster way to recover revenue lost to the COVID-19 pandemic than through new construction. In Episode 346, Lodging Leaders explores the increasing number of conversions in the U.S. hotel industry and what owners and operators need to consider before repositioning an asset.
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345 | ‘Rosy View of Future’: Hotel industry sees unleashing of pent-up investor demand
In the first few months of the COVID-19 pandemic in the U.S., financiers anticipated a swell of distressed hotel businesses. Some raised rescue funds to respond to what they thought was a pending crisis. Though there are financial rescues taking place, the level of such activity is far below what industry advisers and fund managers expected. Commercial real estate investors positioned to act in the early days of the pandemic held off and are now just beginning to unleash their cash hoards totaling billions of dollars. Episode 345 of Lodging Leaders podcast explores the state of capital investment in the hotel industry.